Based in Melbourne, Emma Williamson is the Director of Customer Experience, L’Oréal Australia and New Zealand (ANZ).
She is a veteran Customer Experience professional with over 15 years of experience in traditional customer care and now in the emerging digital environment.
Emma joined L’Oréal in 2010 to head up the transformation of their Australian and New Zealand consumer affairs environment with a primary focus on taking customer experience to the next level. Prior to this she was the National Manager, Sales Compliance at Singtel Optus. In this role at Optus she worked closely with Australian industry regulators to improve customer retention, sales transparency and ethics. This regulatory and customer advocacy experience has been more than beneficial and has led to significant improvements in the L’Oréal customer service offering cover all aspects of consumer interaction on and offline.
Shortly after joining L’Oréal, Emma was instrumental in the implementation of industry best practice social media compliance programs with the customer at its core. With the growth of the company’s care requirements, Emma lead the outsourcing project of the customer care call centre as well as the set-up of the L’Oréal ANZ Hub for this workflow. This program was key to ensuring a consistent approach to consumer insights capture across both Australia and New Zealand markets.
In addition, Emma is responsible for ongoing staff updates to ensure all marketing and communications teams are across current trends that relate to the effective use of social media analytic tools. She is an advocate for customer experience and a strong believer in having access to timely consumer insight data to help drive brand love, quality products and services. Her passion and expertise has led to guest speaking opportunities including the 2015 Leadership in Digital Marketing Forum held in New York, CS Design & Implementation 2016 and Monash University Victoria. Emma has also featured in Customer Care and social media publications such as; Social Media Knowledge Brand Insights, Consumer Directions Magazine - Society of Consumer Affairs Professionals Australia, Social Media Today – Big Brand Theory.