I am available to help, please get in touch.
London
Hi. I am a marketing and communications manager with six years experience of managing high profile communications campaigns, interpreting business objectives into research and marketing goals and seeing them through to campaign delivery. I would love the opportunity to work with organisations where help is most needed to help them grow and further their cause. I thrive on delivering marketing from 'end to end' and therefore from identifying a need right through to seeing that marketing has delivered its goals be it in terms of behaviour change, sales or growth. With my skills in customer resarch, I am able to understand what it is that customers need, how to find that gap and how best to fill it. I started my career in policy development and analysis so bring my keen strategic focus and analytical mind to the more traditional aspects of marketing and communications and strongly believe that marketing is not just about delivering a traditional advertising campaign, but also about working closely with organisations to understand the way they work, why they work in such a way and how to identify what is important to them. Marketing is just common sense at the end of the day and being in the right place at the right time. Hopefully, I can help ensure that we get there.
Chartered Institute of Marketing Professional Diploma
MSc Public Policy and Management (Birkbeck College
University of London)
BA (Hons) History with Italian
2:1 (University College London)
2002 – 2011 Transport for London (TfL), Congestion Charging & Traffic Enforcement (CCTE)CCTE manages and operates central London Congestion Charging, London Low Emission Zone, Source London electric vehicle charging network and TfL’s Red Route traffic enforcement. Roles held in the areas of Stakeholder Management, Project Management, Operations and Marketing and Communications. 2006 – 2011 Communications and Customer Research Manager Responsible for the strategic planning and management of fully integrated communications campaigns for CCTE. Preparation of marketing briefs, set up and management of consumer research, management of external agencies and suppliers, copy writing including DM copy, approval of creative and below the line material and direction of CRM strategy. An integral part of the business providing consumer focus and insight, responsible for identifying consumer impacts of business change and ensuring that it is communicated effectively with the appropriate audiences. Central to the New Product Development process for the development of a new payment channel, Congestion Charging (CC) Auto Pay – identifying a consumer need through the analysis of customer trends and satisfaction data, inputting to feasibility and design of the product through to testing and operational readiness for launch, including the design and writing of the transactional and operational web pages. Currently managing the communications campaign ‘client side’ to drive registrations for Congestion Charging Auto Pay, helping to achieve business operational cost saving objectives. Successfully managed a number of high profile, large budget (between £250K-£7m) communications campaigns using a mix of ATL and BTL elements including press, outdoor, radio, TV digital, direct mail and digital. These campaigns delivered behavioural change, demonstrated by the high compliance rate for Congestion Charging within months of its launch and high volume of customer registrations. An expert in successfully interpreting complex policy into consumer facing language for leaflet collateral, website pages, direct mail copy and other communications channels which result in high compliance rates and a significant reduction in calls to the call centre. Managed the re-design of TfL’s Red Route enforcement website which resulted in an increase in traffic to the website and in online transactions, achieving operational cost savings and delivering an improved service to customers. Managed the Customer Satisfaction research programme for Congestion Charging, directing the questionnaire development, sample methodology and reporting diagnostics, to accurately reflect the changing customer base due to payment channel shift and in order to supply the operation with actionable results to improve the service offering. 2004 – 2006 Business Analyst Managed the research and analysis of management data to monitor performance, highlight trends and recommend areas for investigation and for business development. Instigated the redesign of the Congestion Charging web payment channel to address customer satisfaction and to switch consumers’ payment channel preference to the web in order to achieve operational costs savings. Achieved a 15% shift in payments being made via the web and an increase of 6% on customer satisfaction scores for the web. Achieved improved performance of the retail channel, then the most popular sales channel for Congestion Charging, overseeing the project to recruit a national chain of petrol station outlets to the retail offering, therefore maximising the revenue stream and increasing the offering to customers increased by 200 outlets. 2003 – 2004 Programme Manager Project and Programme management for team of 20 policy, strategy, monitoring and transport modelling professionals. Represented the Department and Director at TfL wide initiatives such as regarding the introduction of a new project management structure within TfL and the development of new customer service CRM software provision across TfL. Responsible for management of team budget of £10m and managing an office move of 40 people to a new building. 2002 – 2003 Stakeholder Liaison Officer Policy development and analysis and stakeholder liaison for Congestion Charging and Road User Pricing. Managed the key stakeholder relationship with Motoring and Fleet organisations, such as the Freight Transport Association and the Automobile Association. Presented and represented Congestion Charging, Transport for London at the Italian National Public Administration Forum in Rome in 2003, attended by over 500 delegates. 1999 – 2002 Her Majesty’s Cabinet Office Undertook a number of Private Office and policy development roles, which included: Private Secretary to Head of the Civil Contingencies Secretariat Coordination of briefing and advice to Head of Secretariat, Ministers and senior officials, including set up of Private Office function and handling top secret national security papers. Policy Analyst, Italian Ministry for Public Administration (on secondment in Rome) Responsible for the establishment of the ‘Cantieri’ public administration project, to establish a best practice forum amongst local government bodies in Italy. Research paper into best practice in e-consultation was tabled at an OECD working group. Assistant Private Secretary to Parliamentary Under Secretary of State Responsible for representing the Minister and his views to the Department and ensuring the Minister is appropriately briefed on all matters pertaining to his policy portfolio. Formed part of the Bill Team in the House of Commons for the Regulatory Reform Act (2000). Assistant Diary Secretary to Minister for the Cabinet Office, Rt. Hon Mo Mowlam MP Administrative duties and diary management for Cabinet Minister with a high public profile and varied policy portfolio. Collation of submissions from senior civil servants, ensuring adequacy of information.