Jade Roberts is the General Manager of Customer Experience at Monica Vinader, a global direct-to-consumer jewellery brand. She leads customer care, logistics, trade partner relationships, and fraud and risk, with a remit that spans both operational performance and long-term customer loyalty.

Jade’s work focuses on connecting delivery and post-purchase experiences to commercial outcomes, particularly gross profit and lifetime value. She has been instrumental in scaling international fulfilment, improving post-purchase communication, and embedding AI across customer operations to drive efficiency and insight at scale.

With a strong belief that delivery is a core pillar of customer experience, Jade brings a practical, customer-led perspective on how logistics, service, and technology must work together to meet rising expectations while protecting profitability.