Getting to know our Head of Client Experience, Jen Spencer
We are excited to announce the promotion of Jen Spencer to Head of Client Experience. Jen joined DB3 Group back in 2021 as the design and sales consultant for our online architectural service Home and Maker and has hit the ground running ever since. We spoke to Jen about life at DB3, her new role and what inspires her.
Why DB3?
“DB3 is a company I feel proud to be part of. I am afforded the autonomy to make decisions, whilst being guided and offered support when I need it. Wherever I look, I can find someone with a unique skill set to learn from. It’s refreshing to be part of such a diverse group. Before my role with DB3, I worked across the fine art and interior sectors, always on the client side as a Gallery and Showroom Manager, and Head of Showrooms. I have always enjoyed working with people – something I now get to do every day!”
What inspires you?
What inspires you?
“My dad. He has worked hard his whole life to look after our family, helps anyone who needs it and is a friend to everyone he meets. From an early age, he instilled in me the value and pride that comes from working hard and being self-sufficient. His unshakeably positive outlook and his warm and easy sense of humour are two things I hope I have inherited!”
How would you describe your new role as Head of Client Experience?
How would you describe your new role as Head of Client Experience?
“My new role is varied and challenging, but immensely rewarding! I have been trusted to devise a new client experience strategy, working with a wider group of individuals across the business and building relationships – my favourite part of the job. I meet regularly with clients to better understand their experience of working with DB3 and suggest services which might be helpful to them.
The introduction of my role within the DB3 team aims to achieve two important things.
1. Provide our accounts with additional support throughout their projects and show them we genuinely care, resulting in happy clients.
2. Provide us with insight into their needs so that we can better fulfil them. This will also result in happy clients, whilst aiding the growth of our business. So, everybody wins!
Feedback captured directly from the people we serve is so essential. It helps us to understand them so that we can work together to achieve their objectives. The most important part is that we don’t just listen to feedback, but we act on it to ensure our clients get the experience they expect and deserve. It may sound obvious but I’m always surprised how few companies truly understand the importance of the client experience.”
What is the best book you’ve ever read?
What is the best book you’ve ever read?
“A Little Life, by Hanya Yanagihara. I should warn you that it’s a difficult and upsetting read, but there are moments of pure beauty in the friendship between the two main characters, Willem and Jude. The love between them is so sincere, it illuminates what is a very sad story in flashes, like lightning in a storm.”
What is the best book you’ve ever read?
What is the best book you’ve ever read?
“A Little Life, by Hanya Yanagihara. I should warn that it’s a difficult and upsetting read, but there are moments of pure beauty in the friendship between the two main characters, Willem and Jude. The love between them is so sincere, it illuminates what is a very sad story in flashes, like lightning in a storm.”
What have you gained since joining the team?
What have you gained since joining the team?
“The most valuable thing I have gained since joining the team is an understanding of an industry which prior to starting with DB3 was only on my peripheral. It has been fascinating to immerse myself in the architecture sector as part of my role. Professional development is encouraged, and I attend regular CPDs in an attempt to soak up as much information as I can. I’ve found that it’s okay to feel a little out of your depth sometimes because it is a sign that you are learning.”
What kinds of hobbies and interests do you have outside work?
What kinds of hobbies and interests do you have outside work?
“I recently took a ten-week woodwork course, run by women for women. It was so much fun! I made a toolbox and a handy little stool. My late grandad, amongst many things, was a skilled carpenter and (whilst I think he might have raised an eyebrow at a few of my more questionable techniques) I think he would be proud. I also enjoy life drawing, music and film.”
What have you gained since joining the team?
What have you gained since joining the team?
“The most valuable thing I have gained since joining the team is an understanding of an industry which prior to starting with DB3 was only on my peripheral. It has been fascinating to immerse myself in the architecture sector as part of my role. Professional development is encouraged, and I attend regular CPDs in an attempt to soak up as much information as I can. I’ve found that it’s okay to feel a little out of your depth sometimes because it is a sign that you are learning.”
Last but not least, if you were stuck on a desert island what three things would you bring?
Last but not least, if you were stuck on a desert island what three things would you bring?
Thank you, Jen, for sharing some of your experiences with us, we look forward to seeing you succeed in your new role, and again congratulations!
Meet the team
Meet the team
Our approach to design and operations provides a comprehensive, client focused service for schemes throughout the UK and Internationally. We are represented most strongly in Retail, Sports & Leisure, Housing & Residential, Industrial & Distribution, Data & Technology and many more other sectors.
We’ll be in touch shortly.
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