September 27, 2021

UK shower pump manufacturer creates new role following extensive customer research project

Sunderland-based Salamander Pumps, one of the UK’s leading manufacturers of water boosting solutions, has appointed Claire Thompson in a newly created role – Head of Customer Experience and Marketing.

Claire, who has worked in Salamander’s marketing team for the past nine years, has taken on the role following six months spent leading a detailed customer experience project for the company. The new Customer Experience and Marketing team will see members of the marketing, training and customer service team collaborating under ‘one roof’ to put customers first.

Over the last six months, Claire has led on a customer experience project, launched by the company in 2020, which encouraged increased communication and departmental interaction through ‘T-shaped’ working – an approach which moves away from traditional corporate hierarchy, and places emphasis on working cross-functionally across the company.

By covering all customer touch points and working with staff across all departments at Salamander, the project has helped the company to better understand and improve the customer service journey and ensure an industry-leading offering.

In her new role as Head of Customer Experience and Marketing, Claire and the wider team will roll-out a series of customer-focused projects – utilising new ways of working, new technology and digital interaction to deliver an outstanding customer experience.

Reflecting on her role, Claire comments: “I am delighted to be offered this exciting new role and I’m really looking forward to the challenge it will bring. It’s a great opportunity to work closely with the wider marketing and customer experience team to ensure that Salamander is offering a consistent, personalised and seamless customer experience.

“The last six months heading up the customer experience project has proven very insightful, and the business has really invested into ensuring we are continuously improving our relationship with our valued customers.”

Dale Robertson, Managing Director of Salamander Pumps, adds: “By bringing members of the marketing, training and customer service team together, Claire’s new role will ensure that the customer is always the priority in the decision-making process at Salamander. Our customers are extremely important to us and our goal is to add value to their engagement with us, so they feel included with our brand like never before.”