Harriet Corbett
Available

Harriet Corbett

Product ManagerLondon, United Kingdom
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Harriet Corbett
Available

Harriet Corbett

Product ManagerLondon, United Kingdom
About me
Ambitious professional project manager responsible for building the Customer Service function at HelloFresh UK, an international publicly traded meal kit company. More recently working as part of the product team (fixed term) to build project management skills. Due to complete Prince2 in April 2019. Looking to progress my career in a Project Manager role.
Work history
    HelloFresh logo
    HelloFresh logo
    Product ManagerHelloFresh
    London, United KingdomFull Time
    Key achievements ● Used customer insights and trends from customer feedback to recommend suitable add-on products, ready to eat desserts and wine, which will be market ready by Q3-2019. ● Led an in-depth review of our vegetarian offering to inform product strategy and supported on New Product Development related seasonal offerings. ● Supported conceptualisation of surcharge initiatives, with the objective to increase average order value. Scoping forecast estimates 96K profit for 2019. Key responsibilities ● Supported on New Product Development related seasonal offerings. ● Carried out scoping research for seasonal products, including financial framework, and financial recommendations for proposed concepts. ● Monitoring and reporting on around recent launches; Premium surcharge concepts and new vegetarian offering.
    HelloFresh logo
    HelloFresh logo
    Customer Experience ManagerHelloFresh
     - London, United KingdomFull Time
    Key achievements ● Ran a lean project to reduce costs, contact time and workload for employees; optimised the service experience by developing a strategy to achieve targets and drive continuous process improvement as well as increase team engagement. Increased service level to meet target of 80%. ● Reduced overall contact rate (total inbound interactions/weekly box count) through optimisation of help center, predicted to have a 108k annual saving. High cost per contact ‘Payment’ achieved a 3% reduction in contact through payment deep dive. Contact rate in 2018 averaged at 28%, in 2019 it has reduced to below 20%. ● Responsible for increasing customer satisfaction score from below target to 90% in Q3-4 2018, through effective monitoring of performance, increased coaching, training and KPI awareness. Key responsibilities ● Worked closely with senior business stakeholders, reporting to the Global VP of Customer Service and UK CEO. ● Managed over 40 employees with five direct reports covering activities including inbound customer service, retention, social media and logistics. Responsible for communication to business suppliers. ● Regularly visited outsourced customer service team in Zagreb, where we have a team of over 100 employees. Ensured training was up to date, department was compliant and team leads were motivated and aware of long-term plans. ● Attended the Senior Management Team meetings including presenting on compensation policy, suggestions to improve brand reputation and presenting the voice of the customer to the business by analysing inbound trends and reporting back to specific departments.
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Skills
  • Project Management
  • Customer Behaviour
  • Customer Experience
  • Customer Engagement
  • Management
Education
    B
    B
    BSc Food with NutritionBath Spa University
     - London, United Kingdom
    2.1