Jessica started working for Citipost Mail in 2013; her journey began with us as a tracking assistant. Due to her diligence, communication skills and commitment to supporting our clients, Jess was promoted in 2022 to become our Head of Client Services. She is dedicated to building strong client relationships and ensuring satisfaction at every touchpoint. Jessica is a fabulous problem solver who is always looking to develop others and the processes within her department. She leads a dedicated team committed to providing personalised solutions that exceed expectations and drive long-term business growth.
Meet the experts
Experts In Smart Mail Management
Meet our industry-leading team of experienced, customer-focused people
Jessica Wallace
Head of Client Services
Hannah Straw
Senior Client Relationship Manager
Having been with the business since 2009, Hannah is one of the longest-serving members of the Client Services team. With extensive knowledge of the industry, Hannah prides herself on excellent customer service putting the clients at the forefront of everything ensuring they get the service they deserve.
Felicity Bolger
Client Relationship Manager
Felicity has been within the business since 2014, when she joined as our Planning and Forecasting Administrator. In December 2015, Felicity was promoted internally to an Account Manager where she has progressed over the years into her role today, as a Client Relationship Manager. She continues to broaden her knowledge of the DSA industry and excel in her career.
Alexia Bush
Client Relationship Manager
Alexia joined Citipost Mail in June 2021 as a Service Delivery Administrator. Thoughout her time as part of the Citipost Mail family, she has worked hard to develop her DSA knowledge and strengthen her relationships with all stakeholders. In April 2022, Alexia was promoted to Client Relationship Manager where she has excelled in understanding her client’s needs to ensure a high level of customer satisfaction.
Layla Smith
Client Experience Administrator
After joining the business in November 2016, Layla began her journey with the Citipost Mail family as a parcel tracking administrator to gain experience in the industry. Quickly, in March 2017, Layla was promoted internally to Global Production Manager. In 2021, Layla joined the Client Services team and became a Client Relationship Manager, managing a large portfolio of clients day to day, providing excellent customer service and expert support. After having her little boy, Layla rejoined the Citipost Mail team in 2024 as a Client Experience Administrator – Part Time – where she uses her industry knowledge to help support the Client Services Team.
Katie Hugill
Client Relationship Manager
Katie joined Citipost Mail in May 2023, and was brand new to the mail industry. Her previous career was also in client services, but since joining Citipost, she has enjoyed learning all about the industry and loves enhancing this knowledge day by day. Katie thrives when making relationships with clients and enjoys supporting them each day.
Cherrelle Wright
Head of Service Delivery
Cherrelle began her career as a Tracking Administrator in 2015 before advancing to Key Account Coordinator in 2016, where she managed the services for our largest clients, focusing on retention and account growth. In 2018, she was promoted to Service Delivery Manager, where she provided operational support to ensure seamless and excellent service from our suppliers to clients. In 2021, Cherrelle was promoted again to Head of Service Delivery, where she now focuses on building long term, trusted relationships with key suppliers to ensure the services provided meet and exceed client expectations.
Lori Straw
Service Delivery Supervisor
Lori joined Citipost Mail in 2015 as a Booking Administrator and was promoted to Quality Control Administrator in 2017. In 2018, Lori moved into the role of Service Delivery Co-ordinator, focusing on monitoring and improving the quality of supplier throughout the operational process. Lori was then promoted to Senior Co-ordinator and is the first point of escalation for clients with any service issues. In January 2024, Lori was then appointed the role of Service Delivery Supervisor, a role in which she oversees the bookings team and is a support to the Head of Service Delivery.
Loren Fisher
Service Delivery Co-Ordinator
Loren joined Citipost Mail in November 2021 as part of the bookings team and has since progressed to a Service Delivery Coordinator. She comes from a Customer Service and Administration background, which has proven a great asset to her roles here. Loren is always ready to help our clients with anything they might need and thrives when supporting them problem solve.
Ellie Coxhead
Service Delivery Administrator
Ellie joined Citipost Mail in January 2022, after deciding to change career path. Ellie previously worked in Customer Services and has found the mail industry an exciting new adventure, developing her industry expertise more and more each day!. Ellie finds her role very rewarding and loves that working in Bookings; she gets to build relationships with clients and mailing houses, and support them daily. ‘Helping people every day is very satisfying!’
Laura Barlow
Service Delivery Administrator
Laura joined Citipost Mail in August 2022. She has a customer service background and previously worked in hospitality. Laura is part of the bookings team where her main responsibilities are to accurately schedule in jobs, input data, and build good relationships with our clients and mailing houses.
Georgina Vickers-Hill
Account Manager - CitiCreative
Georgina joined in business in January 2024 as a Marketing executive. Georgina then moved into the Creative Account Manager Role in September 2024, drawing on her previous career experience, which was largely centred around client relations and project management. Georgina loves helping our clients bring their creative vision to life and helping them problem-solve to get the most out of their marketing and creative designs.
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