1. Could you introduce yourself and share a little about your background before joining DRAMS?
I’ve spent over 15 years working in customer experience, with the last 9+ years focused on leadership roles where I’ve built and led teams to deliver excellent service and support. Before joining DRAMS, I was Support Services Manager at Totara Learning, where I shaped customer support strategies and ensured customers had a smooth and positive experience.
2. What drew you to the role of Customer Care Manager at DRAMS?
I was drawn to DRAMS because it’s a chance to shape customer care in a growing company with proud Scottish heritage, which really resonates with me as a Scot. I’m passionate about building lasting customer relationships, and this role lets me use my experience to make a real impact for both clients and the business.
3. What excites you most about working in customer care?
What excites me most about customer care is making a real difference, turning challenges into positive experiences and building lasting relationships. I’m also really passionate about people and team leadership, so I love creating an environment where my team can thrive while delivering the best possible service to our customers.
4. How do you define great customer care, and how do you see this benefiting DRAMS customers?
For me, great customer care is about being proactive, responsive, and genuinely invested in the customer’s journey. It’s not just solving problems quickly but also building trust and making sure customers feel supported every step of the way. For DRAMS customers, that means a partnership approach, they’ll know we understand their needs and are committed to helping them get the most value from our solutions.
5. The DRAMS value of “Customer Focus” is central to how we work — how does that align with your own approach to customer care?
Customer focus has always been at the heart of my approach. For me, iIt’s about listening, understanding what really matters to customers, and then acting upon it to create the best possible experience. That aligns perfectly with DRAMS’ values, putting customers first and building relationships based on trust and partnerships
6. Can you share a first impression of DRAMS — whether that’s the team, culture, or company atmosphere?
My first impression of DRAMS has been really positive. The team is welcoming, collaborative, and clearly passionate about what they do. I’ve also been really inspired by the product software itself, it’s innovative and clearly designed with customers in mind. There’s a strong culture of pride in both the company’s heritage and its future, and it’s exciting to be part of that atmosphere.
7. What’s a goal you’re keen to achieve in your first year here?
In my first year at DRAMS, I’m focused on strengthening our customer care function, building processes that deliver consistent, high-quality experiences and supporting the team so they can thrive. A key part of this will be introducing a CSAT function, which will become a core KPI for the team. Ultimately, my goal is to ensure our customers feel valued, supported, and confident in the solutions we provide.
8. In your view, what makes DRAMS stand out as a partner for distilleries?
DRAMS stands out as a partner for distilleries because of its deep industry knowledge, innovative solutions, and genuine focus on helping customers succeed. They combine technical expertise with a personal, collaborative approach, making it easy for distilleries to rely on them not just for products, but for trusted guidance and support
9. And finally, when you’re not working, how do you like to spend your time?
You will usually find me in the gym, when I grab the car keys it’s the first place my 3 year old daughter thinks to ask where I’m going ‘Are you going to the gym mummy’ – When I’m not there, I’m busy being a mum to three children, navigating kid’s clubs, activities, and generally playing taxi driver for my teenagers!
