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Sarah Marsh
Global CX Leader | Onboarding audiences to new experiences that are generated by the convergence of data, media, technology
Sarah Marsh is the Founder and Principal of Real Matter, a consultancy focused on enhancing customer experience and loyalty strategies. With a robust background in the entertainment and retail sectors, Marsh specializes in onboarding audiences to new experiences that leverage the intersection of data, media, and technology. Her expertise spans various roles, including Chief Experience Officer at The VOID, VP of Customer Experience at Uniqlo, and VP of Customer Loyalty at KidZania.12
Educational Background
- MBA from Harvard Business School
- BA in Chemistry and Economics (dual majors) from Swarthmore College.1
Professional Experience
Marsh has held significant positions in several notable companies:
- Chief Experience Officer at The VOID
- VP Customer Experience & Engagement at Uniqlo
- VP Customer Loyalty at KidZania
- Senior Director Customer Strategy at Merkle
- Loyalty Program Manager at Virgin America
Her work has involved developing customer experiences across 14 countries on six continents, demonstrating her global strategic capabilities.12
In addition to her consultancy work, Marsh has contributed to the field through publications, including pieces in the Journal of Brand Strategy, and she has participated in various industry events related to marketing and customer experience.1
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