Hands-on, passionate experts
We are a team of senior marketing experts who solve customer conundrums in strategic, yet very practical ways. We understand the ins and outs of the real business world. Over the years, we’ve turned around many struggling organisations, by realigning them to the needs of all their customers. We don’t just offer theoretical solutions; we also advise on the practicalities of how multi-channel changes should be implemented to boost customer engagement and experience.
At RBL’s helm is Elaine Lee – with vast hands-on agency and client experience and a can-do attitude. Elaine is passionate about unearthing all customers’ needs, attitudes and emotions, and then using this valuable insight to help businesses serve them better. While theory underpins her expertise, her practical approach is valued most. She is an industry mover and shaker when it comes to understanding vulnerable customers. Elaine is also a trustee of an international NGO and chairs two of their international boards. Before RBL, Elaine worked client-side and has recently completed a three-and-a-half-year stint as Head of Customer Acquisition for a client. Her knowledge comes from hands-on experience.
Passionate about best-practice, Elaine was an active member of the DMA’s Contact Centre and Telemarketing Council before chairing it (2010-2012), she also served on the DMA’s Governance Committee and now co-chairs the DMA’s Vulnerable Consumers Working Group. She is a member of the Institute of Fundraising, a board member for TPS Limited and was a member of the now disbanded FRSB’s Advisory Forum.