Richardson comes from 1Life gyms, where she was customer experience manager, developing and managing systems and processes to ensure that customer queries were handled effectively and that the customer experience was enhanced.
According to the federation, Richardson’s role at PIF will be to spearhead the delivery of “outstanding” customer service to members and potential members; to identify opportunities which add value to membership and to promote PIF services to members, as well as to oversee the registration and renewals process.
Nigel Baker, PIF CEO, said: “Mollie’s appointment is part of PIF’s strategy this year to refresh and enhance our membership services. Members are at the heart of PIF and we’re delighted to have secured someone of Mollie’s calibre to develop a really customer-focused experience within membership for each type of PIF member, large or small.”
Richardson added: “I’m really looking forward to getting to grips with the role and learning all about the challenges our members face as well as all the things they love about their businesses and the pets they care for.
“PIF has such a diverse membership, representing so many different types of pet business, and I plan to focus on ensuring that membership delivers what our members expect when they join us. I also can’t wait to get out and about to meet members in their businesses and at events in the future and find out more about how PIF can help them.”