Toni Shergold

Toni Shergold currently serves as the Head of Client Relationship Management at the Institute of Customer Service, where responsibilities include leading a team to enhance membership engagement and implementing operational business plans. With extensive experience in customer experience and strategy, Toni previously held positions such as Customer Strategy Director at Mercedes-Benz Retail Group and Head of Customer Experience at Carpetright. Additional roles include managing customer and employee experiences at Nationwide Building Society and owning a wedding stationery business. Toni's career showcases a strong focus on customer satisfaction, team leadership, and strategic planning across various sectors.