Success Stories

Lucy Merrell

How do you think the business has supported you over the time you have been here?

I have felt genuinely empowered in my role as a CDM (Customer Development Manager) to work closely with my customers and ensure we meet their needs and expectations. The business has supported me through consistent access to product and parts training, supplier-led workshops, and valuable joint customer visits where I’ve been able to learn from more experienced colleagues.

I’ve also appreciated being identified as someone who could help onboard new starters, giving them a couple of days on the road to observe my approach. That level of trust and recognition has been both motivating and rewarding, and it reflects the supportive culture I’ve experienced throughout my time here.

What do you like most about your job?

I love it that no two days are ever the same, which keeps everything fresh! I enjoy working alongside the EMS branch and sales teams, the daily banter but also the sense of achievement winning a sale and knowing the customer is happy!

In your view, what are EMS’ strengths?

We have a strong National Footprint, knowledgeable teams that are also willing to learn or try new ideas. Our stock holding is broad and well managed which means our customers keep coming back, and if we haven’t got it – we will get it!

How did you decide on what approach you would take with your customers to drive Sales?

I have always tried to build strong relationships and trust with my customers. By consistently following through on my commitments, I show that they can rely on me and that I will do what I can to support them.

Was there anything that didn’t work out as you had hoped?

We have lost some customers a long the way which is a shame, but one door closes another opens. I enjoy seeing people who I used to deal with 10+ years ago in new roles at new customers and catching up on old times! Once you’re in this industry – you’re in it for life!

What would you say is your biggest achievement so far?

I enjoyed winning the PE Truck Parts prize last year with the trip to Madrid for the Truck racing. Unfortunately I couldn’t attend, but it felt good to be recognised, rewarded and to be No. 1.

What can EMS achieve and what do you think we need to do to get there?

EMS can and will achieve great things! Our network, approach, BPW Aftermarket Group membership, strong SLT and focus on customer service, investment in our TEAMS means we will be force to be reconned with.