As President, Michele leads a strategy-focused team dedicated to developing successful relationships and seeking new opportunities for growth. She’s committed to asking the right questions at the right time to deliver the most measurable and meaningful results in every situation. Prior to SMG, she served as VP of Commercial Sales at Terminix, VP of Marketing at RentWay—and has spent time consulting for brands like CAPCOM, Aaron’s Sales & Lease Ownership, and H&R Block on marketing and channel sales strategies. Michele holds a Bachelor of Arts in Communication Arts from Gannon University in Erie, Pennsylvania.
First Job: I delivered the afternoon newspaper. In my frequently wet and snowy hometown, I learned quickly that a dry paper will drive loyalty.
Jeremy leads SMG’s UK branch, bringing his deep industry knowledge and contagious energy to multi-unit brands seeking to drive loyalty. Having been heavily involved with over 100 clients, Jeremy has focused on both customer satisfaction and mystery shopping programmes. Prior experience includes time at global research agency TNS, where he worked on projects for brands such as Harrods, Holiday Inn, and Pret a Manger. Jeremy graduated with an honours degree in French and Spanish and a master’s degree in tourism and hospitality management. Jeremy has served as an official judge at the UK Customer Experience Awards and has appeared as a thought leader on BBC1, ITV, CNBC, and BBC Radio Five Live.
First Job: I worked in Brittany, France as a holiday rep and campsite entertainer. At that point I had to choose between a career in customer service or as a full-time juggler.
As Vice President of Client Insights, Kate works with our clients to better understand and optimise their customer experiences. Prior to SMG, she spent 8 years in various director roles, including positions at Tesco and dunnhumby, where she focused primarily on grocery retailing. That experience lends itself well to her current position, where she helps her clients ask the right questions so they can get real, tangible value from SMG’s products and solutions. Her clients especially love her passionate, courageous, and collaborative approach to solving problems and delivering results. Kate holds a BA in Business Studies with 1st class honours from Coventry University.First Job: Whilst studying for my A-levels, I was a lifeguard at a swimming pool. My main responsibilities were whistle-blowing and rescuing lost locker keys.
As Client Insights Account Director, Beth oversees the partner relationships for a number of clients across a broad industry spectrum within the UK. Beth’s clients appreciate her keen eye for developing the strategic direction of their insight programmes, and her clear passion for forging and maintaining strong relationships with them. Beth has worked in the customer insights sphere for 8 years, and thrives on bringing meaningful insights and results to brands around the world. Prior to joining SMG, Beth spent 6 years as a VP at Market Force, where she oversaw both the commercial and operational functions of customer insight, call centre, and audit programmes across multiple UK and global brands. Beth is qualified with the Chartered Institute of Marketing.
First Job: My first job was working in a hat factory at the age of 16, gluing ribbons onto straw bowler hats. A full summer of that left me a dab hand at using a glue gun!