Combined 40 years experience of motivating teams, driving better customer experiences and growing profitability in multi-site retail operations, call centres and head office teams across the UK, Europe, Middle East and Asia.
Highly collaborative approach that combines external expertise with senior and frontline engagement.
Bringing multi-sector expertise and best practice including Hospitality and Leisure, Retail, FMCG, Financial Services, Energy and Software sectors. We also work with a number of associates when necessary to ensure the best results for your business.
No fluff, just simple, clear, engaging programmes.
Founder of Enrich in 2008, Amanda is an expert in helping organisations take action on feedback, create experiences customers want, bring brands to life and train and engage teams to deliver excellent experiences. She holds an MBA and her enterprise experience includes Fidelity Investments, Shell, Travelodge, Spirit Pub Company, GLH Hotels, Unilever, Generali Insurance, Europ Assistance, Philips and Virgin Media.
With her roots in multi-site operations, for many years she headed up the Quality, Guest Insight and Customer Services function at FTSE 100 company Whitbread, pioneered the successful service formula that sits behind Premier Inn the award-winning leading hotel chain, and led the team that won the National Business Award for Customer Service Strategy of the Year.
A Net Promoter® certified associate, Amanda has also designed and implemented numerous B2B and B2C customer experience programmes across the UK, Europe and India. She enjoys judging the UK Customer Experience Awards because it gives her the chance to meet so many inspiring people and organisations. Amanda loves a challenge and recently cycled 500 miles over 5 days, raising over £10,000 for two cancer charities.
Fiona has over 20 years experience of driving operational excellence for Coffee Retailing (Starbucks Coffee), Quick Service Restaurants (KFC) and pubs and bars (Allied Domecq Retailing). Most recently, she led the Global Operations and Training function for FMCG giant, Unilever, establishing the retail operations framework for global brands including Magnum and Happiness/Swirls ice cream.
Fiona is best known for launching major employee training and behavioural change programmes such as the Starbucks ’New Day’ project which transformed the quality of lattes and cappuccinos across 1800 Starbucks Stores in the EMEA region (Europe, Middle East and Africa) - and introduced the phenomenon of Starbucks names! She also specialises in operational excellence and improving the capability and results of above-store area managers.
An experienced project manager, her passion is to build simple structures and frameworks that bring out the best in individuals and teams - and drive long-term success. In a fast-changing world, when you make the basics easy, you free up employees to use their talents to drive innovation, exceptional service and have fun!