11 years at CMI Customer Service
Emma Thornton
Customer Service Manager
Emma runs the customer service team — every booking, every POD chase, every status update. If you call CMI's main line, you'll probably speak to Emma or someone she's trained. She has a knack for keeping customers feeling looked after even on the worst delivery days.
11
Years at CMI
Joined 2015
3+
Customer references
Available on request
4
Specialist areas
Customer Service
Direct
Phone & email
No call centre
Specialist areas
What Emma owns
Account managementService recoveryReporting & KPIsOnboarding new customers
Built CMI's customer portal training programme
Manages a team of six account handlers
11 consecutive years with 95%+ CSAT score
Off the clock
Watercolour painting
Emma paints landscapes — mostly the view from her in-laws' cottage in the Yorkshire Dales. She's exhibited at two local craft fairs and one of her pieces hangs in the CMI reception.
Interests
Watercolour paintingCoastal walkingBook clubBaking
What customers say
Working with Emma
"Emma is the reason we stayed with CMI through a difficult period. She made us feel heard, not handled."
"Onboarding with Emma was the most painless supplier setup we've ever done."
"She follows up on things we've forgotten we asked about. Genuinely above and beyond every week."
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