A T-shaped customer experience strategist & project lead,
I help clients through complex change, managing in-studio & remote teams
In 10+ years
⏤ Developed brands (strategy, identity, organisational culture)
⏤ Customer experiences (omni-channel journeys, environments, staff behaviour)
⏤ Insight-based ideas, experimental retail formats & voice products
Worked in: Banking, Corporate, Fashion, FMCG, Luxury, Real Estate, Retail, Startups, Telco
Clients include: eBay, Diageo, Nationwide, Nokia, Pandora, Primark, Veon, Vodafone
Lately
⏤ Led customer experience transformation across environments & staff behaviour for one of world’s largest jewellery companies. Year-on-year sales in new stores increased by 10%
⏤ Remotely managed cross-functional teams across London, Amsterdam & Sydney
⏤ Delivered customer experience transformation in banking (£500m execution)
Persona
⏤ Read: Ars Technica, Business of Fashion, Bloomberg, Modern Retail, Vanity Fair
⏤ Watch: Final Space, John Oliver, Long Shot, Met Opera, The West Wing
⏤ Listen: Decoder, Land of the Giants, Leadership Next, Pivot, Sway
⏤ Like: 30K walks, writing stories, painting with my daughter, vodka martinis (in any order)
Partner at TWIST of LEMON
Details & contacts at LinkedIn
“Not only is Emil’s functional knowledge of the retail landscape and experience second to none, importantly he is one of the rare individuals who is able to apply both rational and the emotional intelligence to any situation in equal measure.
<He> brings a charming and very human approach that builds trust and confidence quickly both internally and with clients. His energy and work ethic are covetable and he provides a mature and inspirational lead for teams.”
Kate Fulford-Brown, Managing Director, FutureBrand
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