Business Profile

As Head of Customer Experience and Sales at Melita Ltd, I lead the company’s customer experience and B2C commercial sales strategy. My role focuses on driving customer satisfaction, retention, and revenue growth by aligning customer journey optimisation with sales performance and digital transformation initiatives.

Having joined Melita in 2003, I bring over two decades of cross-functional experience spanning customer care, sales, human resources, finance, internal audit and project management. This breadth gives me a strong understanding of how customer experience and commercial strategy intersect to deliver sustainable business performance.

I was appointed to a senior leadership role in customer experience in 2019, following my position as Head of Projects, during a period of significant organisational transformation. In my current expanded remit, I am responsible for shaping and executing initiatives that optimise customer journeys across both digital and traditional channels, while also driving sales performance and customer lifetime value.

I am a strong advocate for a customer-centric and performance-driven culture, working closely with cross-functional teams to embed quality, efficiency and accountability across both service and commercial functions. My leadership approach emphasises collaboration, continuous improvement and delivering measurable value for customers and the business.

I hold a Bachelor of Commerce in Banking, Finance and Management from the University of Malta and have completed the CTAM Europe Executive Management Programme at INSEAD.