Monica Mackintosh joined The Institute of Customer Service as Commercial Director in November 2024, bringing over two decades of leadership experience in customer service and commercial strategy.
Before joining The Institute, Monica served as Managing Director of Echo Managed Services, a role she held from December 2018. During her seven-year tenure on Echo’s Board, she led both the software and customer service divisions, driving innovation and operational excellence.
Monica’s career journey began with impactful roles at Severn Trent Water and Complete Credit Management, where she honed her expertise in service delivery and operational transformation. Her leadership is marked by a commitment to fostering customer-centric cultures, delivering business growth, and building high-performing teams.
As Commercial Director, Monica is passionate about shaping strategies that help organisations excel in customer service, ensuring they stay ahead in a rapidly evolving marketplace.
