Pharma IQ Members


Dawn Cox

Dawn Cox is the Customer Service Director at Staples.

Cox is an industry leading Customer Service Director with over 20 years experience both at a UK and Global level. Hers career spans across sectors, including logistics, distribution, automotive and now retail. Cox is a true customer champion with an award winning track record in developing great customer service and sales organisations leading large multi functional teams and delivering transformational change and performance improvement, in both the sales and service arena.

In her current role, Cox is responsible for the contact centre experience all Staples European customers receive from their major corporate customers through to their SOHO customers and consumers.

She defined and deployed the Staples Servicology programme. Having defined the programme, and following the first 12 months of deployment in the UK where the approach delivered outstanding business results, she now spearheads its deployment across Europe. As a result of the programmes success, in 2015 Cox led Staples to win the Best Contact Centre Training Programme award at the European Call Centre and Customer Service Awards and in 2012 won the Best Improvement Strategy award..

A passionate believer that people are the differentiator in any service organisation, for the last 12 years her work has focused on transforming service by developing people, and making customer service a viable career path; where talented individuals want to build a future. Coxn focuses her work on looking beyond the cost centre and creating best in class customer and staff experiences that deliver true ROI.