Prashant Parekh
Director of Marketing & Customer Experience
I am a national and international awards winner, customer experience & marketing director. Combining expertise in Digital and Social Media, transformation, process redesign, Customer insight and Stakeholder relationship, I am now seeking the opportunity to share my 20 years of experience to your organisation.
I have developed new “Digital first” Customer Experience for Real Estate / Property Tech company like Spring, rapidly improved service delivery for St. George’s Hospital and supported Public Health / Housing Sectors in Local Government Association as part of my focus areas. I have also led Customer experience transformation in large organisations like TUI (a FTSE 100 company) and UK’s largest automaker Nissan Motors, winning multiple Awards. A sample of my key achievements includes:
• Designed and delivered new Digital customer experience supporting new PropertyTech Brand - Spring. Introduced Customer Portals, APIs, Fast Track Valuations, 3D Virtual Viewing of properties and Trustpilot, all in less than a year, all on Digital channel.
• Developed 1 and 5 year customer experience strategy for TUI UK&I. Significantly improved customer experience with focus on “Solve on the Spot” and introducing Facebook, Twitter and Webchat as customer service channels, resulting in NPS improving from negative to 45+ (above industry average) for TUI.
• In Nissan, delivered rapid improvements to end to end customer experience. As a result, Nissan got rated Most Improved top 15 Customer Service organisation in UKCSI rating.
• Led teams to win Best Contact Centre and Best Complaint Management Awards in the European Contact Centre and Customer Service Awards (ECCCSA).
• Transformed customer experience for CitySprint in 6 months, resulting in Trustpilot rating improving from 3.8 to 4.6, highest in sector.
• Volunteer on Panel of Judges for last 4 years, for National and European Customer Service Awards.
For a more detailed presentation of my skills and background, please feel free to contact me at your earliest convenience. Thank you for your time and consideration, and I look forward to your feedback.
