West Byfleet, England, United Kingdom
I have 20+ years’ communications expertise across FTSE 100 and private-equity businesses, excelling in employee engagement, media relations, and consumer PR. With extensive experience in internal communications I work closely with senior leaders to develop communications strategies for large-scale change and cultural transformation. I have a track record of managing multiple workstreams in high pressure situations and within tight budgets, building high-performing teams to create innovative ways to engage and inspire the audience. Culture change, employee engagement, leadership communications, ESG, media relations, change management, crisis, thought leadership, strategic planning and campaign experience. I’m a creative storyteller and owner of the corporate narrative who appreciates the importance of commercial acumen. Recognized for innovative approaches in storytelling and leadership communication programs, I also speak French and Spanish, and understand the nuances of communicating with a globally diverse audience.
I lead all customer and colleague-facing communications across Travelport from brand, digital, and product marketing through to internal communications, PR, and media relations.
Building an internal communications function to engage all 4000 colleagues across the company’s global footprint. Developing communications strategy and framework to support the business’ objectives, recruiting and onboarding a new team and testing and launching new channels and activities.
Developing and implementing multi-channel communications strategies and engagement programmes for large battalion areas including 15,000-strong cabin crew community, 4000 global contact centre agents and worldwide sales teams. Key member of the airline’s leadership teams providing communications direction and advice. Key achievements • Launched the airline’s Customer Experience 2020 strategy. 91% of managers were confident they could cascade the vision and 83% were clear on the 2016/2017 deliverables. • Established a refreshed suite of face-to-face and two-way channels for cabin crew and ground managers including the airline’s first series of cabin crew conferences in a decade which achieved 82% satisfaction. • Shaped and delivered a quarterly communications and engagement plan to refresh customer service awareness among front line colleagues driving up customer satisfaction by 8% for check-in agents and 13% for cabin crew. • Recorded a 28% increase in views of the Chief Commercial Officer’s communication through a switch to digitally-led channels incl. webinars and social media. • Oversaw the refresh and relaunch of the airline’s fortnightly cabin crew publication increasing readership and winning a CIPR award for best print magazine
Managing British Airways’ media profile in 58 overseas markets. Responsibilities included delivering revenue-generating PR campaigns, crisis management and leading a global network of PR agencies to support commercial and corporate communications objectives. Key Achievements • Grew generated media coverage on BA by 21% (09-10) • Led a strategic review of BA’s PR agencies driving effectiveness and realising significant savings. • Designed and implemented extensive media training programme ensuring all overseas BA spokespeople were equipped to promote and protect the brand. • Raised profile and value of communications elevating the function to a direct LT report.
Responsible for corporate communications campaigns and issues management supporting the company’s pricing and environmental strategy and for raising the profile of British Gas’ home products. Key Achievements • Implemented pricing communications programme achieving blanket media coverage, resulting in 8% unprompted awareness and contributing to the conversion of 900K new energy accounts • Effectively addressed negative media reporting relating to British Gas’ green credentials – brand became recognised by the media as the largest green energy supplier with the smallest carbon footprint • Managed and coordinated agency support to deliver a nationwide energy efficiency campaign achieving 1.5 m consumer responses in first six months • Established a stakeholder communications programme leading to Government endorsement of an innovative energy saving initiative - increased local authority sign-up by 93%
Responsible for all marketing & PR for new entrant to deregulated Spanish energy market while on secondment to Centrica’s Spanish subsidiary
Generating consumer media coverage to support customer choice following the deregulation of the residential energy market; boosting British Gas' profile as a trusted supplier; promoting the company's sponsorship of the UK's millenium celebration activities; managing media response to customer service issues.