Emma Marchant
Role: CX Advisor
Company: TribeCX
Location: Chalfont St. Peter, England, United Kingdom
Emma is an intuitive and instinctively customer-centric thinker who excels in empathy, naturally walking in the customer’s shoes.
Emma Marchant is an energising, authentic, and collaborative CX leader with 25 years multi-sector experience across retail, agency & third sector. For the last 11 years, Emma has worked for the John Lewis Partnership, most recently in Customer Experience.
A highly creative broad marketeer, with a spike in Customer Experience, Emma is an instinctively customer-centric thinker. She combines data with intuition to develop and deliver compelling, commercially successful, propositions across multiple touchpoints.
Emma’s passion for Customer Experience derives from her genuine care for people. She believes that brand interactions should be human interactions – digital or physical – and they can have an impact on a person’s day, week, month, or even year. Therefore, experiences with brands really make or break an emotional bond and truly great customer experience creates brand advocacy.
Her dedication and enthusiasm motivates & mobilises the people she leads and works with, inspiring people to connect with what matters to them. She is deeply collaborative, sees the strengths in others, and pulls them towards the collective goal, driving results that everyone is proud of.
Other highlights include:
- Emma led John Lewis Partnership’s response to Covid-19, with a significant positive impact on frontline NHS staff, by orchestrating the delivery of ~1900 essential care packages to hospitals across the UK along with fabric for scrubs.
- Emma’s passions, apart from CX, are mindfulness, nutrition, yoga, running, and charity. She accomplished 9 half marathons and the 2019 London Marathon, raising in excess of £11,500.
Key CX Achievements:
- Customer Experience (CX) lead for the John Lewis Partnership’s highly successful, Purpose campaign for Christmas 2020. Resulting in >£3m charity donation through customer engagement and a 5% year-on-year increase in customer perceptions of generosity, relevance & consideration.
- Led the John Lewis Christmas 2011 campaign, delivering ~£100m incremental revenue from the TV ad alone. The campaign was an industry exemplar and the blueprint for the following 10 years.
- CX lead on a Menswear proposition that modernised the menswear department in John Lewis’s flagship store. Utilised insight on the “modern man” to deliver propositions and an enhanced customer experience, from personal styling to experiential. Initial results showed increased customer satisfaction of +9% and an increase in sales conversion of +6%.
- Led John Lewis’s (JL) Community strategy for JL’s 150th-anniversary campaign. Developed a ‘storytelling’ proposition and strategic partnership with Barnardo’s. Results: ~£1m donation; 250m media reach, developed a successful Ethics & Sustainability (E&S) comms strategy and orchestrated a co-creation approach in conjunction with the agency.
- Created a flagship community engagement schools programme for John Lewis. A brand proposition rooted in social impact, engaging over 64,000 primary school children annually. Awarded Silver in the 2015 Corporate Engagement Awards for the Best Community Engagement during a CSR programme.
Emma Marchant
Role:
CX Advisor
Company:
TribeCX
Location:
Chalfont St. Peter, England, United Kingdom
Emma is an intuitive and instinctively customer-centric thinker who excels in empathy, naturally walking in the customer’s shoes.
Emma Marchant is an energising, authentic, and collaborative CX leader with 25 years multi-sector experience across retail, agency & third sector. For the last 11 years, Emma has worked for the John Lewis Partnership, most recently in Customer Experience.
A highly creative broad marketeer, with a spike in Customer Experience, Emma is an instinctively customer-centric thinker. She combines data with intuition to develop and deliver compelling, commercially successful, propositions across multiple touchpoints.
Emma’s passion for Customer Experience derives from her genuine care for people. She believes that brand interactions should be human interactions – digital or physical – and they can have an impact on a person’s day, week, month, or even year. Therefore, experiences with brands really make or break an emotional bond and truly great customer experience creates brand advocacy.
Her dedication and enthusiasm motivates & mobilises the people she leads and works with, inspiring people to connect with what matters to them. She is deeply collaborative, sees the strengths in others, and pulls them towards the collective goal, driving results that everyone is proud of.
Other highlights include:
- Emma led John Lewis Partnership’s response to Covid-19, with a significant positive impact on frontline NHS staff, by orchestrating the delivery of ~1900 essential care packages to hospitals across the UK along with fabric for scrubs.
- Emma’s passions, apart from CX, are mindfulness, nutrition, yoga, running, and charity. She accomplished 9 half marathons and the 2019 London Marathon, raising in excess of £11,500.
Key CX Achievements:
- Customer Experience (CX) lead for the John Lewis Partnership’s highly successful, Purpose campaign for Christmas 2020. Resulting in >£3m charity donation through customer engagement and a 5% year-on-year increase in customer perceptions of generosity, relevance & consideration.
- Led the John Lewis Christmas 2011 campaign, delivering ~£100m incremental revenue from the TV ad alone. The campaign was an industry exemplar and the blueprint for the following 10 years.
- CX lead on a Menswear proposition that modernised the menswear department in John Lewis’s flagship store. Utilised insight on the “modern man” to deliver propositions and an enhanced customer experience, from personal styling to experiential. Initial results showed increased customer satisfaction of +9% and an increase in sales conversion of +6%.
- Led John Lewis’s (JL) Community strategy for JL’s 150th-anniversary campaign. Developed a ‘storytelling’ proposition and strategic partnership with Barnardo’s. Results: ~£1m donation; 250m media reach, developed a successful Ethics & Sustainability (E&S) comms strategy and orchestrated a co-creation approach in conjunction with the agency.
- Created a flagship community engagement schools programme for John Lewis. A brand proposition rooted in social impact, engaging over 64,000 primary school children annually. Awarded Silver in the 2015 Corporate Engagement Awards for the Best Community Engagement during a CSR programme.