Sam became an Associate Consultant at The Customer Framework in 2010, bringing with her 13 years of experience in the fields of Customer experience and Customer management, gained in both UK and global roles.
Sam joined from Vodafone plc., where she spent 7 years championing the Customer experience agenda, acting as an internal consultant helping local and global marketing teams deliver transformational change that impacted the bottom line. She successfully developed cross-channel customer experience strategies for key markets and worked with teams at all levels to help them understand, appreciate and ultimately integrate Customer experience into their marketing plans. Sam was responsible for commissioning customer experience research, conducting customer experience audits and developing roadmaps across retail, online and customer service channels.
Prior to Vodafone, Sam was a Strategic Marketing Planner at 3 (previously Hutchison3g), where she was responsible for the development of an integrated marketing plan in the run up to Company launch. She also served as Propositions lead in the gambling team, successfully securing and leading the Camelot relationship. Sam began her career at BT, where she gained a place on the highly competitive BT graduate management scheme. She progressed quickly into a role leading proposition development and successfully launched BTs first ever digital TV home entertainment package.
Sam is not just passionate about the Customer experience but also the Employee experience and to further her interest, she is now studying part-time for a BSc Hons in Psychology through the Open University and plans to continue on to gain a Masters and PhD. She holds a BA Hons degree in Economics and French from Durham University and the CIM Diploma in Marketing.