ELAINE DONOHOE

Elaine is our Strategy, Customer Experience and Innovation expert and joined Freshstone in April 2018.  Through a structured and collaborative style, Elaine helps clients clearly shape and plan for success, grow loyalty and advocacy, and raise their creative potential; growing future revenue streams and reducing servicing costs.

With over 15 years industry experience spanning Financial Services, Telecoms, Luxury FMCG and Consulting, Elaine brings a breadth and depth of business acumen. Her accomplishments include launching new sales channels, leading programmes such as brand migration, multinational strategic planning, customer experience, transformation; co-creating and training out a proprietary strategy-to-action programme to hundreds of marketers and non-marketers and creating a virtual strategy team of senior leaders to explore opportunities in their fields.

Qualifying in Marketing and Management from Dublin’s Trinity College, Elaine began working for Financial Services firm Irish Life.  There, influenced by regulatory changes, she was instrumental in establishing a new sales and advisory channel for small highly successful brokers, an initiative that increased sales by over 200% in one year.  While working for Louis Vuitton Moet Hennessy in Australia, Elaine created, conceived and delivered a new partnership channel to move significant new volumes of high end product.

As Business Partner to the CEO in one of Ireland’s largest telcos, Telefonica O2, Elaine oversaw annual strategic planning and influenced at C-suite level while acting as a local conduit for many internationally driven programmes.

As Senior Manager for Strategy, Customer Experience and Risk at Three Ireland, Elaine led the introduction of a strategic Customer Experience transformation programme, which would shift Three’s culture through strategic and tactical focus on shared vision, measures, accountabilities, governance structure and active two-way communication.  Elaine contributed to developing Three’s Employee Experience Program and has led on several employee training, development and cultural initiatives over the years.

Previous to joining Freshstone, Elaine operated as an independent consultant under the brand name Spotlight Consulting UAE, specializing in Customer Experience.  Elaine has studied Psychology and Sports Psychology to Diploma level, holds a degree in Marketing and Management and holds an MBA.  Elaine is also a member of the globally recognized CXPA (Customer Experience Professionals Association).