Grace Osborne

Customer Experience Guru:  Grace brings over 16 years of hands-on experience in customer service, driving excellence through streamlined processes and human-centred communication. With a background in retail e-commerce, she specialises in transforming teams to deliver world-class customer experiences.

With over 16 years of experience working with startups and SMEs, Grace has led service departments through transformative growth, with businesses ranging from £5 million to £380 million. Specialising in the retail e-commerce sector, she has firsthand experience of the pressures startups face during rapid expansion. Grace’s expertise includes process improvement, system migrations, and leading change management initiatives, ensuring customer service excellence and long-term loyalty for growing businesses.

Social Media Strategist Guru:  Grace focuses on creating social media strategies for startups and personal brands, helping them define their 'why' and build an authentic connection with their audience. She understands the crucial early stages of growth, nurturing brands through their origin story and problem-solving focus to build a loyal following.

Grace has a deep understanding of the unique needs of startups and personal brands, particularly in the critical early stages of growth. She specialises in developing social media strategies that focus on storytelling—helping businesses define their 'why,' articulate their origin story, and position themselves as problem-solvers in their niche. With a keen eye for building an engaged audience, Grace nurtures brands through authentic communication, creating long-lasting relationships that drive sustainable growth.