People & Tooling @ Pollen

The CX team was junior, responsible for a wide of a variety of KPIS and had minimal strategic tooling

Re-org the CX team to better utilize existing skill sets & uplevel the team’s tooling stack

Designed the requirements for a brand new, bespoke back-end admin system, inclusive of backend system & the frontend web experience.

Reduced manual processes / spreadsheet use by over 75%.

Identified the highest EQ team members and promoted them to CX Managers.

Included training to skillfully manage a team who was responsible for the variety of core KPIs.

Launched two specialist “shared services” teams - Email Marketing & Level 1 Customer Support.

Alongisde implementing Braze as our key marketing email system (moving off of Mailchimp) and Front as our key ticketing system (moving off of Zendesk).