- Manage the day-to-day project activities, priorities, meetings, and communications ensuring alignment across all cross functional teams, while measuring the completion of project deliverables- Consult with customers on their internal communications and employee engagement strategy- Create success plans to influence user adoption & help build and maintain trusted advisor relationships at the Executive level- Challenge leaders to continuously drive change, and implement best… Show more - Manage the day-to-day project activities, priorities, meetings, and communications ensuring alignment across all cross functional teams, while measuring the completion of project deliverables- Consult with customers on their internal communications and employee engagement strategy- Create success plans to influence user adoption & help build and maintain trusted advisor relationships at the Executive level- Challenge leaders to continuously drive change, and implement best practices around governance, adoption, and platform maturity- Actively manage risks and issues and take appropriate corrective action when required- Manage change requests to project scope, project schedule and project costs- Driving escalations and exception handling activities as they arise- Represent the Voice of the Customer and share your customer expertise with the Product and Engineering teams to drive platform improvements and contribute to the product roadmap Show less

• Fully responsible for delivering and implementing a Cultural Change Programme in Employee and Customer Engagement in terms of behaviours, processes, company ethos, recognition and internal communication.• Responsible for building a holistic CX management system aligned with the organization's customer experience and journey; including assigning metrics and activity-based measures to ensure strategic direction is delivered; uses varied feedback touchpoints incorporating Customer… Show more • Fully responsible for delivering and implementing a Cultural Change Programme in Employee and Customer Engagement in terms of behaviours, processes, company ethos, recognition and internal communication.• Responsible for building a holistic CX management system aligned with the organization's customer experience and journey; including assigning metrics and activity-based measures to ensure strategic direction is delivered; uses varied feedback touchpoints incorporating Customer Satisfaction, Net Promoter Score, Customer Retention and Employee Retention as primary measurements of CX performance.• Improved reporting by designing and implementing management dashboards and delivering timely customer survey performance data to management and leadership team.• Responsible for the Customer Lifecycle and its implementation in the business. Evaluates all Customer feedback at every touchpoint to identify pain points and influence CX improvement projects through process development, process measurement and CX training gaps for employees. • Responsible for the full development, implementation and analysis of a Voice of Customer program and new Customer Onboarding program. Show less

• Responsible for driving the Kuehne + Nagel Strategy forward by creating and managing internal and external communications. • Country lead for an internal change management program centered on Customer Services, facilitating a change nationwide for 300+ employees, including training, coaching, measuring, motivating, challenging, encouraging and coordinating activities. Includes being part of a European workshop on same and steering change in the initiative at a global… Show more • Responsible for driving the Kuehne + Nagel Strategy forward by creating and managing internal and external communications. • Country lead for an internal change management program centered on Customer Services, facilitating a change nationwide for 300+ employees, including training, coaching, measuring, motivating, challenging, encouraging and coordinating activities. Includes being part of a European workshop on same and steering change in the initiative at a global level.• Responsible for developing, implementing and enacting a cohesive marketing and communications strategy for Kuehne and Nagel Ireland. • Responsible for creating and implementing marketing activity (externally and internally), promoting and supporting various communication initiatives, developing marketing campaigns to external customers and supporting all internal engagement activities; identifying target markets and analysing current trends to ensure Kuehne and Nagel Ireland are continuously meeting the needs of their diverse customer base.• Responsible for the heading up the charity committee and the CSR strategy of the organisation.• Country champion for the internal Intranet - managing the content, directing traffic to relevant information, analysing metrics and addressing any training needs for the system.• Responsible for analysing the standard of delivery of managers' communication throughout the organisation and working on improvement measures to raise the standard of all internal communication including team meetings, performance appraisals, company updates, customer events, etc. Show less

• Responsible for the development, organisation and implementation of advertising, promotional and public relations campaigns in order to achieve returns on investment • Manage and further develop the DHL brand through PR activity, social media, partnerships, sponsorships, external awards and business conferences or business shows• Responsible for arranging and managing all sponsorship agreements and following compliance and contract restrictions around the agreements, including the… Show more • Responsible for the development, organisation and implementation of advertising, promotional and public relations campaigns in order to achieve returns on investment • Manage and further develop the DHL brand through PR activity, social media, partnerships, sponsorships, external awards and business conferences or business shows• Responsible for arranging and managing all sponsorship agreements and following compliance and contract restrictions around the agreements, including the Rugby World Cup 2015, IRFU, FAI, IEA, AIB and SFA.• Enhance internal communications within DHL by engaging employees through all communication channels such as email, sms, internal social media, print, notice boards and direct contact – knowing which channel is appropriate for which communication to guarantee full saturation.• Organise and manage hospitality events for customers and clients as well as internal employees. Negotiate contracts to maximise value for money and service quality.• Liaise with clients, suppliers and customer for collaboration and hospitality events.• Solely responsible for the design and content of a quarterly internal employee magazine.• Manage and execute internal sales campaigns, through engaging the sales teams and monitoring results.• Responsible for upgrading and maintaining an external customer website, ensuring all content is both relevant and up to date.• Negotiate with media contacts, journalists, advertising sales personnel and business editors to maximize PR, branding, advertising and business profiles of DHL.• Responsible for the provision of marketing material to support sales. Show less

• Responsible for managing and developing the direct sales and multi-channel sales team within DHL Express.• Provided day-today work direction, supervision & scheduling work for optimum efficiency and productivity.• Responsible for maintaining and growing profitable revenue by leading a team to hit set targets whilst still meeting customer needs.• Developed and executed sales campaign plans, drive lead generation and qualification. • Fulfil the direct channel's strategy through… Show more • Responsible for managing and developing the direct sales and multi-channel sales team within DHL Express.• Provided day-today work direction, supervision & scheduling work for optimum efficiency and productivity.• Responsible for maintaining and growing profitable revenue by leading a team to hit set targets whilst still meeting customer needs.• Developed and executed sales campaign plans, drive lead generation and qualification. • Fulfil the direct channel's strategy through maintenance, acquisition and development activity of customers.• Ensure defined training and development plans for the team with regular skill assessments.• Responsible for hiring and performance decisions for the team. Show less

• Responsible for producing all the monthly and weekly reports from a commercial viewpoint for DHL's sales and marketing team. This includes financial performance, the KPI drivers supporting that information and the comparisons with other billing periods, along with customer level information. • Responsible for the maintainance and optimisation of the commercial systems and the reports they produce, such as the CRM system. • Played a key role in setting budgets, forecasts and targets… Show more • Responsible for producing all the monthly and weekly reports from a commercial viewpoint for DHL's sales and marketing team. This includes financial performance, the KPI drivers supporting that information and the comparisons with other billing periods, along with customer level information. • Responsible for the maintainance and optimisation of the commercial systems and the reports they produce, such as the CRM system. • Played a key role in setting budgets, forecasts and targets for the sales channels and sales reps. Led a project to optimise the allocation of sales location areas for the indoor & field sales teams.• Involved in customer pricing, and worked with the tools to provide profitability information to support this task including a general price increase project each year within DHL. I had two indirect reports within this role. Show less

• Coordinated the implementation of an eight month long project to produce results for an activity based costing analysis for the whole company• Responsible for producing weekly, monthly and ad-hoc costing and profitability reports on a customer level, on a sales channel level and on a product level and advising on improvements for same.• Analyzed and advised on reporting improvements for the CRM system

• Supported the development of the product portfolio by streamlining and improving features.• Coordinated a project to launch a brand new product to the existing product portfolio.• Aided the implementation and maintenance of yield management programs to support decisions for pricing actions.

• Coordinated a project to launch a brand new service, "Europlus" to the existing product portfolio within the customer services and commercial departments• Designed a training program to pass on knowledge of the set up of the new product /service.

• Responsible for the management of a team of six individuals• Dealt with escalated queries and complaints in the customer services call centre