We care passionately about every customer we help
Partner and Head of Family Law, Rugby
In my role as the Head of CRM & Customer Operations, I am responsible for Marketing, CRM and Customer Operations for the firm. This involves supporting a large number of key projects, marketing campaigns and business development activities from their first conception, to successful implementation across all operational areas within the firm. On a daily basis, I can be seen overseeing strategic marketing and business development initiatives as well as writing design plans to assist Brethertons in achieving continual and innovative business change.
My journey at Brethertons began 10 years ago as a Debt Recovery Manager in the Property Management Department. During my time in this role, I developed a natural interest in analysing legal process and how this could be made more effective. From there, I became a Client Interface Manager where I was able to improve efficiencies relating specifically to our Debt Recovery Procedure, working with a niche Case Management system and realising the benefits that this work had not only to ourselves, but also to our customers.
In early 2013, I joined the Client Services Team as an Associate for Service Quality. Here, I closely analysed customer feedback to improve both customer satisfaction and service quality. In the same year, I was successfully accredited as a PRINCE2 Practitioner, achieved a Diploma in Leadership and Management from the ILM and became a Microsoft Certified Professional. I was able to utilise this experience and my customer insights to support the implementation of Brethertons new Practice Management System called Peppermint. This role later provided the opportunity to gain programme and project management experience on the firm’s largest programme of work.
After working as Head of Legal Operations between 2015 and 2018, I am now delighted to be the firms’ Head of CRM & Customer Operations. This position provides me with the unique opportunity to closely align our marketing and business development efforts with our programmes for continuous improvement. The collaboration of these operational functions allows us to truly understand and respond very positively to our customers needs.
During my time away from the office I enjoy running and cycling. I challenge myself to complete at least one half marathon each year and did manage to make my way around the London Marathon back in 2013. Needless to say, I will not be running the London Marathon again anytime soon!
Head of CRM & Customer Operations