Sarah Metcalfe

Certified Chief Happiness Officer, Head of Customer Service

Sure Petcare, UK

Sarah joined Sure Petcare in 2010, taking responsibility for the company’s customer service and guiding it through an extraordinary period of expansion and growth. She now leads a talented multi-lingual team who deliver outstanding customer service and happiness to over 1 million Sure Petcare customers around the world.

Sarah is passionate about happiness in the workplace, and she believes it is the key to delivering incredible customer experiences. Through continuing to innovate and improve the customer journey, Sure Petcare now has a Net Promoter Score of 90+ in over 20 countries around the world and in 9 years their contact centre has had only 2 agents leave the business.

Sarah is passionate about happiness in the workplace and the positive impact this has on businesses at every level. Sarah is an international keynote speaker and also runs her own consulting company to help companies create great customer service and happy workplaces. Sarah has trained with Happy Ltd, and Woohoo Inc., and has recently become a certified partner of Woohoo Inc and a certified Chief Happiness Officer.