Leading e-commerce and digital agency, Visualsoft, has announced three key senior team changes, as the company looks to reinforce its client service credentials and boost partner relationships over the next 12 months.


The move includes three internal appointments and sees Gemma Foster take on the newly-created role of head of service delivery; Emma Thompson move to head of client success and Darran Matthews promoted to partnership manager.


Following its annual strategy review, Visualsoft identified the need to ringfence an independent, robust client support team which can focus both delivering a high quality of service and working collaboratively with the entire agency to generate impressive results for its e-retail clients.


The company’s innovative payment structure – Shared Success – in which clients are charged on a percentage of their increased online sales, rather than by an upfront or fixed fee – has been an important part of its growth. As such, Gemma and Emma’s experience in this area proved key.


Darran’s role, meanwhile, has been created to develop and manage relationships with third parties such as Amazon and PayPal. He will work to ensure that external systems integrate perfectly into clients’ businesses to help them grow their sales.


Visualsoft’s counts a growing team of 264 staff who specialise in the design, build, support and marketing of online stores for retailers across the UK, including the Lakes Distillery, Montane and Moda in Pelle.


David Duke, chief operations officer of Visualsoft, said: “This is an exciting time for the business. The partnerships we’ve built with clients since Shared Success began have been noticeably stronger, and by leveraging all of Visualsoft teams and driving them towards overarching objectives, we’ve generated impressive results and growth for clients. Both the Strategy and Client Success teams have been integral to those achievements, so Gemma and Emma’s experience in these areas will no doubt help us continue on the path of exceeding expectations as they embark upon their new roles.


“The appointment of Darran as partnerships manager also means we have a member of the team solely dedicated to increasing the functionality offered by our partners. As a technology business, this is really important for us. Moreover, he will focus on actively sourcing new partners to work with, as we are always looking for the next Paypal or Amazon to introduce to our clients.


“Ultimately, we can’t wait to kick-start another year of growth for both Visualsoft and our clients, and feel confident that this new structure will help to drive that core objective forward.”