United Kingdom
ESG Award Winner for excellence in Social Value Delivery Own and lead the development and delivery of Social Value strategy across major, multi-million £ energy and net zero infrastructure projects Drive Social Value integration within bids, frameworks, and tenders, securing competitive advantage through aligned, genuine high impact commitments Develop and deliver employment, skills and community initiatives that generate long term community, regional & national impact Embed Social Value within business operations, overseeing reporting, assurance and compliance Build and manage strategic relationships with public sector stakeholders, education providers and community organisations Align commitments with policy and regulations; government Social Value model PPN 06/20 and industry frameworks such as TOMS Champion a balance of both a people & data driven approach to measuring, evidencing and enhancing Social Value outcomes
Led the development and management of the business bid library, ensuring high-quality, consistent and up-to-date content across all submissions Drove the creation and continuous improvement of content for bids, pre-qualification questionnaires (PQQs) tenders and framework submissions, strengthening overall quality and win potential Ensured all submissions aligned with client requirements, regulatory standards and industry accreditations, maintaining full compliance and audit readiness Managed a customer care programme, leading direct 1:1 client engagement to gather feedback and insight to improve service delivery and client satisfaction Established feedback loops, using customer insight to inform continuous improvement across both operational delivery and future bid responses Coordinated cross-functional input from technical, operational and commercial teams to produce compelling, accurate and timely submissions Led the development and embedding of Social Value within the business, aligning with TOMs, PPN 06/20 and client-specific frameworks Translated Social Value commitments into clear, measurable and deliverable outcomes, enhancing bid strength and credibility Maintained robust governance and assurance processes, ensuring consistency, accuracy and quality across all documentation
• Managed pre qualifications, bid collateral and client documentation • Created project profiles, literature and marketing library • Supported department presentations • Key member of the management team developing sales leads • Improved communication levels internally through workshops and quarterly newsletters • Prepared client presentation material • Reviewed, tracked and managed OJEU and Glenigans sales reports • Managed client contract database, sales database and Customer library • Arranged corporate hospitality events, merchandise and PR activities • Implemented customer care programme integral to all departments of significantly improving business performance, reducing management intervention and improving KPIs • Managed the customers on frameworks including Design for Life, Costains Partners for progress, BSF Schools • As national representative member of BSRIA ensured Lorne Stewart were at the forefront of industry standards • Created benchmarked report and procedure reviewing and analysing performance against market leaders • Facilitated the feedback process ensuring positive or negative results were communicated/ actioned • Lead the continuous improvement process • Managed project workshops for the client team and sub contractors for lessons learned • Key point of contact throughout project life cycle from initial sales lead to after care • Supported marketing and PR initiatives Achievements • Won the National Customer Care Award 2008 • Raised Lorne Stewarts profile within industry • Created a client focused environment with both internal and external clients • Created and managed a live up to date literature database • Achieved year on year higher than industry benchmark KPIs • Lead and facilitated solutions through identifying key areas of focus early in project, ultimately reducing customer complaints being escalated to Director level • Trained and managed two Customer Care Managers to successfully implement the programme in two other regions
• Produced project profiles and all marketing documentation for tenders, presentations and pre quals • Researched and provided information for PR agency, brochures, internet and intranet • Managed merchandise and site branding • Prepared client presentation material and PowerPoint presentations • Reviewed, tracked and managed OJEU and produced sales reports • Managed client contract database, sales database and Customer care library • Managed and co-ordinated all pre qualifications and assisted with estimating bids • Produced quarterly newsletter for regions • Arranged all corporate hospitality events • Organised all marketing and corporate hospitality at exhibitions • Proactive in developing initiatives for company and client benefit • Managed and developed the customer care programme for North & Central region • Liaised closely with clients throughout the contract period to review performance and benchmark KPIs against the industry • Conducted pre contract, interim and completion customer care reports • Organised and facilitated client workshops for End Users, Main Contractor, Architect, Consultant, Sub Contractors and EMCOR • Key driver in team building and debriefing with internal site teams and support staff • Facilitated feedback loop between EMCOR and client • Analysed KPIs by sector, project and department • Attended BSRIA seminars to keep up-to-date with industry knowledge, research and software
• Responsible for the co-ordination and development of all sales and marketing documentation • Organised and managed all corporate events and client meetings • Managed, processed and developed the sales database for all client leads • Generated qualified opportunities and appointments for the sales team and managed their diary activities
Due to company merge all departments were restructured and the sales and marketing teams were relocated to London which enforced redundancy. Worked for the interior services division of ISG • Researched, developed and created leads through market research, telephone, internet and referrals • Generated qualified opportunities and appointments for the sales team and managed their diary activity • Conducted market research and competitor analysis to identify and target key clients within the industry • Proactive in the creation and co-ordination of all marketing activity including the design of all client presentations and tender documents • Build and developed new and existing client relationships • Managed, processed and developed STAR sales database