Hello I’m Emma.
When we do business, whether it’s buying the weekly food shop or negotiating that major business deal, as humans, we like to interact with people. As the saying goes “people buy from people”. Yet, in our increasingly virtual world, many of our interactions don’t always start by directly communicating with others.
I guess a bit like this! You’ve clicked on my website as you think I may be able to assist you in some way. If we’ve never actually met, this page is to help you get know me, which in turn, will motivate you to pick up the phone or email me so I can understand your challenge, and determine the right solution to solve your business need, in person.
I’m an experienced people development leader, passionate about what I do. If I wasn’t I wouldn’t have spent over 25 years in the cut and thrust of retail. In fact my retail career began way before this as I was brought up the daughter of a village shopkeeper. I learnt from a young age the importance of customer service and since then have pursued a career in retail across a number of the largest brands in the UK.
A brief resumé, (so you know where I come from 😊)
You would not be wrong to assume that retail would’ve been my first career choice. But no, I went into beauty first and am in fact a qualified hairdresser and beauty therapist, with my early career in London working at a large Kensington spa. This gave me a real insight into peoples’ behaviour, and many interesting opportunities, such as being one of a handful of therapists given the role of masseuse to the original cast of ITV’s Gladiators – I know a tough gig but hey someone had to do it! After four years in the beauty world, I decided a change of direction was needed so worked for a year in a local pub, serving the interesting mix of characters you find drawn to a successful gastro village pub – another insight into people and what motivates them!
Finally, the pull of retail from my childhood was too strong and I took a role as an Assistant Manager, for the long since departed high street retailer, Salisbury’s Bags and Baggage. This wasn’t the longest stint in management, as with just under two years’ experience, they went into receivership. As a young manager, it was an awful period having to close a shop that you had built up, call the part-time staff to say they no longer had jobs and handing the keys over to the bailiffs.
Within days of Salisbury’s demise, I took a role in the Vodafone call centre. During my time there I worked my way up to Call Centre Manager and then “fell” into my first Learning and Development role. I always say “fell” as I have yet to meet anyone (other than a teacher) whose chosen career path was to work in Learning and Development. I think my background of customer / people centric roles and my natural energy and enthusiasm made L&D the place for me to flourish.
And flourish I have, growing and learning, gaining qualifications and experience, I have helped shape, drive and deliver the people agenda across Vodafone, Powwow, Argos, Home Retail Group, Comet and Specsavers, with roles from L&D advisor to the Head of Management and Leadership Development.
My passion for dealing with people and their customer experience has always been at the heart of my career choices. So much so that today it finds me taking the leap into setting up my own company.
There you have it, a better understanding about me, I’d love to get to know you and see how I can help.