Joanna Reynolds

Pioneer
DISC Type : IDs

Director of Customer Experience at Beauty Pie

Dartford, England, United Kingdom

Overview

Joanna is a global CX leader with over 15 years of experience in D2C and luxury beauty, specializing in data-driven strategies to enhance customer satisfaction and retention. A graduate of Liverpool John Moores University, she is described by colleagues as an "insanely efficient, " strategic, and organized leader.

Outside of work, Joanna is a mother who has publicly shared her personal journey of resilience and strength. She is passionate about her family, including her young son Santi, and brings a deep sense of purpose and perspective to her life and work.

She has been with Beauty Pie for over eight years, playing a pivotal role in scaling its customer experience team from the early startup phase.

Personality Overview

Friendly But Fast

Decisive But Friendly

Driven But Considerate

If they are convinced, they can become very strong champions for your product  They combine a unique set of diverse traits where they are fast and friendly but can slow down to be thorough when needed They have the unique ability to win both love and respect from their team (or outsiders)

Topics They Care About

Global CX Strategy
Designs and executes data-driven strategies to boost customer satisfaction (CSAT/NPS), reduce churn, and increase lifetime value for a global member base.
Team Leadership
Passionate about leading and scaling her "Member Happiness" team, she has successfully guided them through Beauty Pie's significant growth and transformation.
Customer Retention
Her core focus is on building strategies that directly improve customer retention and lifetime value, key metrics in the D2C membership model.

Media Appearances

Joanna has no verified media appearances

Work History

8-2023
Director of Customer Experience at Beauty Pie
1-2021 - 8-2023
Head of Customer Experience at Beauty Pie
6-2017 - 1-2021
Senior Customer Experience Manager at Beauty Pie
2-2016 - 6-2017
Senior CX and Operations Manager at GLOSSYBOX
5-2015 - 2-2016
CX Manager at GLOSSYBOX

Education

2010 - 2013
Bachelor's Degree (BA hons) from Liverpool John Moores University

More Information

Social Presence :

Prographics :

Exp : 15 Location : Dartford, England, United Kingdom Job Level : Mid-senior Designation : Director of Customer Experience at Beauty Pie
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Insights For Selling To Joanna

During A Call Or A Meeting

DO's

  • Showcase existing customers and use case-studies to grab their attention
  • Use phrases like ‘your decision will’, ‘you will impact’ etc.
  • Ask them for a lunch or coffee once some rapport has been established

DONT's

  • Don’t be too verbose or overly friendly; a little bit, however, is fine
  • Don't lean very heavily into providing too much information, sharing whitepapers etc.
  • Avoid focusing only on the product or its ROI, keep building trust subtly

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Joanna is

  • Nothing less than a strong combination of proof of results, relationship and high levels of professionalism is effective with them.
  • Will you ever get a clear answer from Joanna

  • They can say no while staying friendly, but can also be pursuaded to reconsider

Insights For Deal Planning

    How fast (or slow) will Joanna move?

  • They are generally fast movers and can take quick decisions
  • Can Joanna take some risk or not?

  • They have high risk-appetite but can get ahead of themselves once in a while. Observe carefully

You And Joanna

Personality Compatibility


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