What’s your role at Lavanda and where does it sit in the business?
I have the privilege to serve as the Head of Client Advisory at Lavanda, where I play a key role in the company’s mission to provide top-notch customer service and ensure our clients’ success. My role is situated within the customer success function, aligning closely with the Product Team and leveraging customer feedback to shape our product roadmap.
One of the most fulfilling aspects of my role is having the opportunity to lead a team of Client Advisors, who are among the best in the industry. Together, we form a dedicated and passionate group that is wholly committed to the success and satisfaction of our clients. Our primary goal is to not only meet but exceed our customers’ expectations.
How does your role contribute to the overall experience and value that Lavanda offers its customers?
Listening to our customers is at the core of what we do. We actively seek their feedback and insights to gain a deep understanding of their experiences and preferences. This valuable feedback is instrumental in shaping our product development initiatives. By actively incorporating customer feedback into our product roadmap, we can continuously refine and enhance our offerings, ensuring that they remain in sync with the evolving needs of our clients.
For every single customer, we meticulously create an account plan to ensure all of our hard work and energy delivers the right results, whether that be revenue driven or product related.
Tell us a little bit about yourself.
Over the past 15 years I have worked in various verticals of hospitality including taking part in the Whitbread Graduate Scheme. During my 6 years at Lavanda I have particularly enjoyed deploying our technology overseas and have even had the honour of launching Lavanda in Santiago, Chile! I have also had amazing experiences supporting our customers in the US, Italy, and Spain.
My passion for travel continues outside of work and if I am not on the road with work I am planning my next trip or even better, skiing in the French Alps! The flexibility of Lavanda also allows us to work from anywhere in the world which means my working day has sometimes ended with an ice cold beer on the beach!
What have been your most recent achievements at Lavanda?
As a team this year we have achieved so much, whether it be expanding into new geographies or launching our first hotel in Chicago. My proudest moment though is leading the team that delivered Lavanda’s biggest summer to date. In total, we increased our inventory count by 4X which is a seismic achievement!
What do you most enjoy about working at Lavanda?
For me, it is about the flexibility Lavanda offers its Employees. Since the pandemic, there has been a great appreciation from all of the senior leadership team that staff well-being must be at the forefront of everything we do. Having the luxury to work from anywhere in the world, spend more time with friends and family, is worth its weight in gold. I truly believe Lavanda is one of the most progressive workplaces out there and I hope other businesses adopt our approach.