Serving Certificate Holders Better: Building a More Customer-Centric FSC
FSC certificate holders find FSC complicated, resource intensive, and time-consuming – a clear barrier to scale. Recognizing the urgent need to enhance the customer experience, FSC has begun a journey toward more service orientation. This session explores FSC International’s recent work on CH value proposition, insights from a recent customer journey project, the newly set up Customer Care programme, and new ways of engaging certificate holders for testing market solutions.
Rebecca Giesecke
Rebecca Giesecke is an international leader with over 15 years’ experience in organizational development, project management and customer service across global companies and the non-profit sector. At FSC she advances strategic alignment, process optimization, and organizational effectiveness. With deep expertise in value proposition and customer centricity, she combines cross-cultural leadership and agile methods to create sustainable impact for FSC and its stakeholders worldwide.
Martyna Mertens
Martyna Mertens is a customer care leader who champions the customer voice. As Customer Care Program Manager at FSC International, she designs service processes by stepping into customers’ shoes as an advocate. Previously at Dyson and ALDI, she led customer journey mapping projects and solved experience issues. Having worked across different industries, she brings knowledge of solutions and process improvements. She combines a technical background with a Master’s in Management and Business Psychology.
Trevor Armel
Trevor Armel is a marketer and sustainability advocate dedicated to using branding to address the climate crisis. As Global Marketing Lead at FSC, he drives award-winning campaigns and oversees the global brand strategy. Previously at McCann Worldgroup, he led campaigns for brands like Verizon and Mastercard and co-founded its sustainability practice. Named one of The Drum’s 100 Most Influential Business Developers, Trevor delivers impact at the intersection of business, branding, and sustainability.
Event Details
- Date: Sunday, 26 October
Time: 14:30 - 16:00 (EST - Panama) / 20:30 - 22:00 (CET) / 03:30 - 05:00 (WITA)