Rachel Havill | Who's who | TMI - Experts in Customer Experience

Rachel Havill

Consultant and Head of Retail

Rachel Havill

My Experience

I started my career in retail as part of the Dixon’s  Store group graduate scheme, where I had the opportunity to work across all aspects of the business, from shop floor to telecoms buyer. Having worked on the project to open Dixon’s first Tax Free store in Heathrow T3 my love of brands had been ignited and I joined Smithkline Beecham working in consumer marketing on Horlicks, Lucozade and Ribena. The drinks turned alcoholic when I took responsibility for Heineken in the UK, before expanding my experience into Europe as Marketing Director for Levi’s in Germany, Norden, Benelux and UK. The digital revolution was underway and online was in the process of rapid expansion so I immersed myself in the sector as VP of Marketing and Research at Ask.com – the search engine.

Having spent many years discovering customer insights, developing strategic business plans, implementing multi-channel marketing activities and the delivering great customer experiences across these iconic brands, I joined the world of consulting and TMI.

I believe I bring an endless supply of commercial perspective and reality to the creativity and innovation we inject into the projects we work on.

What I do at TMI

My role at TMI is to support clients to improve their service experience, offer and performance.  Activities range from a total re-engineering of the customer service proposition to co-creation facilitation and ad hoc consultancy.

As a team member or project leader I’ll be actively involved in the assignment from design and development through to delivery.

What do I bring to Clients

Having worked across client organisations I believe I bring an endless supply of commercial perspective and reality to the creativity and innovation we inject into the projects we work on. As well as bringing digital and multi-channel knowhow to the table. At TMI we ensure we keep focused on the objectives you have set us and only produce recommendations that we believe will deliver them.

When I'm not working

I have a husband, three little girls and a daily (supposedly!) triathlon training regime to keep me busy. Friday evenings are a favourite. Kids to bed, wine out and the latest Danish thriller on DVD – pure heaven! (easily pleased)

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