Tim B.

Head of Customer Experience, Uk & i @Draper Tools

Chandler\'s Ford, GB

As Head of Customer Experience for Draper Tools and BUNKER Storage, I lead the overarching CX strategy across both B2B and DTC channels, ensuring every customer journey is seamless, scalable, and designed for long-term loyalty.With a strong foundation in operational excellence and customer-centric innovation, I’ve spearheaded initiatives that elevated our Trustpilot rating to 4.8, demonstrating a tangible commitment to service quality, responsiveness, and reliability. I’ve introduced automated service processes and streamlined communication channels, significantly improving resolution times and satisfaction scores across trade and consumer segments.My remit spans multi-brand operations and online marketplaces, integrating insights from e-commerce, customer service, and logistics to optimise every touchpoint, from wholesale transactions to direct-to-consumer deliveries.A key part of my role involves working cross-functionally with Sales, IT, Marketing, Supply Chain, and Logistics to embed the voice of the customer into operational workflows and strategic decision-making.I take pride in transforming complex, legacy challenges into opportunities for growth thereby elevating service standards, empowering high-performing teams, and delivering consistent uplifts in reputation, retention, and revenue.