Lisa Marie Diehl has built a career defined by a commitment to elevating the customer experience and shaping service strategies that have transformed the way companies connect with their clients. At Freshpet, she works as director of consumer care, leading global operations across the United States, Canada, United Kingdom and France. In this role, she oversees a dynamic internal team and has been instrumental in expanding the contact center to meet the growing needs of the company’s customer base. She also answers questions from pet parents regarding nutrition and feeding, while training and mentoring staff on empathetic communication strategies. Under her guidance, the consumer care department has evolved into a key driver of the company’s mission, supporting diverse business lines and strategic initiatives.
Ms. Diehl’s academic foundation laid the groundwork for a career dedicated to service and leadership. She earned an associate degree in travel and hospitality from VIP Travel School and an associate degree in business administration and management from Indiana University Northwest. She further advanced her credentials with a professional certification in organizational leadership and communication from the University of California, Irvine, and holds a Six Sigma white belt certification from SOCAP International.
Before joining Freshpet, Ms. Diehl held a leadership position as manager of consumer advocacy for the global retail division of Blue Diamond Growers in Sacramento. In this capacity, she championed customer engagement initiatives, developed strategies that improved satisfaction, and strengthened the company’s reputation for service excellence throughout North America. Her success in this role was built upon earlier achievements at Orbitz Worldwide, working as manager of customer relations and social media engagement. There, she designed customer-centric policies and harnessed digital platforms to deepen client relationships across the Americas, enhancing the brand’s visibility and responsiveness in a competitive market.
Ms. Diehl’s foundation in customer service leadership was established during her tenure with McCord Travel Management, where she rose to the position of senior operations manager of on-site services. She began her career in the travel industry at a small family-owned agency, an experience that shaped her understanding of client needs and inspired a career-long dedication to delivering exceptional service.
Ms. Diehl’s leadership extends beyond the workplace into influential industry organizations. She serves on the advisory board for the Women in Leadership Program at the University of San Francisco School of Management and is an active contributor to the communications workstream for the Global Alliance of Pet Food Association. She also chairs the public relations committee for the Pet Food Institute. Her long-standing involvement with SOCAP International includes serving on national and regional boards, chairing the organization’s board of directors, advising on education initiatives, and holding multiple chapter leadership positions. In addition, she has contributed her expertise as a director on the editorial advisory board for Customer Care News Magazine.
Ms. Diehl’s contributions to the field have earned her widespread recognition. Retail Management named her one of the top 30 customer service executives, and she was selected as a finalist for Best Contact Center Director of the Year by ICMI. She has also received the Stevie Maverick of the Year in Women’s Leadership Award from the Stevie Awards for Women in Business. Beyond these honors, she is a sought-after speaker and panelist at SOCAP International conferences and a regular contributor to CRM Magazine through SOCAP publications.
Throughout her career, Ms. Diehl has credited networking and her deep involvement with SOCAP International as pivotal influences in her professional growth. She believes that meaningful connections and shared expertise are essential to success in any industry and has dedicated significant time to mentoring rising professionals. Born in Chicago, she remains committed to advancing her career while supporting the next generation of leaders. In the future, she intends to pursue a vice president role and guide young women entering the workforce, sharing the lessons and insights gained throughout her journey.