Helen Baynes

Via Arno, a Richemont business, is a luxury service that connects a community of master artisans with clients who seek unique, bespoke, and beautiful objects.

Supported successful scale of style concierge team to deliver business growth, whilst maintaining high NPS scores. Worked with the team to define and implement service rituals to provide a structure for sustainable team growth.

Consulted on projects for luxury brands focusing on different elements of experience design including customer service strategy, service blueprint design, experience mapping, loyalty strategy design, customer segmentation analysis.

Executive Training Scheme 1998 - 1999 (Trainee of the Year Award) Ast. Manager, Plus Collections: 1999 Manager, Contemporary: 2000 Manager, Designer Separates: 2001 Manager, International Designer Room: 2001-2