Emma Pamplin

Energizer
DISC Type : I

Director Customer Excellence at National Grid

United Kingdom

Overview

Emma Pamplin is the Director of Customer Excellence at National Grid, specializing in strategic transformations for global companies like Miele and BT. She has extensive experience leading large, international teams in both contact center and field service environments. Colleagues describe her as a strong, strategic, and influential leader who excels at mentoring and driving cultural change.

Personality Overview

Relationship Oriented

Full Of Energy

Believer

Unlike C or D types, they are vocal with their opinions but not so much with their questions.  They are always positive and upbeat, so take their promises with a pinch of salt. They are really good at seeing what the long-term impacts of their decisions could be.

Topics They Care About

Customer Excellence
Her entire career, including her current Director role at National Grid, is focused on creating and implementing enterprise-wide customer service innovations and embedding a customer-first culture.
Operational Transformation
She has a proven track record of leading major operational transformations at companies like BT and Miele, driving significant cost improvements and bringing structure to fast-changing businesses.
Vulnerable Customers
In her role at National Grid, she is publicly involved in strategies and communications aimed at supporting vulnerable customers, especially during power outages and the transition to net zero.

Media Appearances

Emma has no verified media appearances

Work History

7-2024
Director Customer Excellence at National Grid
9-2020 - 9-2024
North West Europe Service Director at Miele GB
10-2013 - 12-2019
Director BTC and BTB Customer Services at BT
2012 - 9-2013
Director, BT Consumer High-Level Complaints & Specialist Services at BT
2010 - 2012
General Manager, BT Consumer Customer Experience at BT

Education

Business Studies from Sheffield Hallam University

More Information

Social Presence :

Prographics :

Exp : 24 Location : United Kingdom Job Level : Mid-senior Designation : Director Customer Excellence at National Grid
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Insights For Selling To Emma

During A Call Or A Meeting

DO's

  • Talk anecdotally about the customer experience that your product offers
  • Do some small talk, ask them how things are going on their side
  • Share some stories about how you you have helped people in similar positions succeed

DONT's

  • Don’t be excessively objective, be a storyteller
  • Don’t be too formal, focus on building comfort and trust
  • Don’t assume a yes just because they have not said no

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Emma is

  • Relationship and rapport can play an important role, sometimes more than the other factors.
  • Will you ever get a clear answer from Emma

  • They will probably never say no directly, you have to make that decision yourself.

Insights For Deal Planning

    How fast (or slow) will Emma move?

  • They are not the quickest decision makers, their friendly attitude could be misleading.
  • Can Emma take some risk or not?

  • They may take certain risks that they deem unlikely of personal repercussions.

You And Emma

Personality Compatibility


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