Jade Roberts is the General Manager of Customer Experience at Monica Vinader, a leading D2C luxury jewelry brand. She oversees customer care, logistics, fraud and risk, and trade partner relationships, driving customer-centric strategies to enhance satisfaction and loyalty. Jade has been pivotal in transforming Monica Vinader’s contact center into a revenue-generating hub and integrating AI technologies to scale pre- and post-purchase support.
Her recent initiatives include launching a voice of customer program and leveraging data insights to improve operations. Passionate about delivering exceptional experiences, Jade combines strategic vision with innovation to create measurable impact and elevate brand loyalty.