Whittard of Chelsea - “Purveyors of Fine Tea & Coffee, established 1886” – that is as British as you can get.
Emily was Whittard’s Mail Order Business Development Manager for 2 ½ years. In short this means if you ordered First Flush Darjeeling between 2003 and 2005, you can bet the whole process – start to finish was managed by her.
Emily was employed to grow the Mail Order Business after an initial rescaling back after the first mail order operation had failed. This required immediate changes to the website to meet industry standards, followed by in-house operational changes to the call center/customer service function and fulfillment team, before growing the business with the development of the new website www.whittard.com in 2005.
Amongst dealing with pest callers (yes, this really happened!) Emily’s responsibilities included:
Management, motivation, recruitment and training of the call center/customer service and mail order warehouse.
Implementing best practice procedures to support stores and mail order, including standardizing communications and reporting.
Management of the Mail Order warehouse relocation and refit.
Successful online and offline marketing trials, leading to a promotional program for the department. This included catalog mailings, promotional emails, up-selling/cross selling.
Project management from start to finish of the Whittard website, with the objective of providing a ‘Whittard’ shopping experience and improved functionality for the user.
Emily also learned how to make a “proper cuppa” – teapots only!