“At DLG Manuela strongly demonstrated her Customer Experience and strategy setting expertise. Starting from ground zero and with a big catch up agenda, she set up the strategic direction for a large scale transformation of CX and then drove that through to execution over multiple years. This was a major undertaking requiring the mobilisation of, and collaboration across, multiple business areas behind a clear set of priorities. Manuela was particularly impressive at presenting and influencing at an Exec and Board level to get buy-in to the overall programme. This led to very significant gains across all brands and journeys in both NPS and Net Ease culminating in a raft of awards in recognition of the transformation that we had undertaken and the standards that we had achieved. Manuela left a strong legacy in terms of a high capability team with a strong combination of analytical rigour, change implementation skills and teamwork, which has helped towards a continuing improvement across our journeys and metrics after her move to Kingfisher.”

“Manuela has an incredible grasp of all the elements that comprise customer experience across complex (eg multi channel, multi brand) organisations. She is able to draw out meaningful strategic insight from the huge heap of customer interactions and feedback programmes across the organisation, re-purposing historic schemes, and present this to anyone in the organisation from a new starter to the chairman and CEO. Cleverly, when Manuela explains some issue she has found, its impact on customers and the P&L, the solution often becomes self evident. In this way, she drives a phenomenal amount of positive change across a company - creating a real excitement around how things can be much better for customers and colleagues alike.”

“I am extremely fortunate to know a lot of people who have chosen Customer Experience to be their profession. To some, a profession is a job - To others, it is a vocation. Manuela is a CX Professional who brings the vocation of CX to life - brilliantly. The true epitome of the type of person a business needs to ‘operationalise CX’, Manuela is award winning for a reason - she possesses the skill, capability and personality to influence people at all levels of an organisation to become demonstrably customer centric. Manuela is a truly inspirational CX leader.”