Emma Bickerton Email & Phone Number

Stoke-On-Trent, England, United Kingdom

Cross 8 lead large-scale transformation and commercial optimization for clients in the utilities, financial services, and public sectors. Specialising in Commercial Leadership, Business Transformation, Behavioural Change, and Assurance, Cross 8 delivers big results through small teams! Cross 8 is not your run-of-the-mill managementconsultancy: we deliver value to our clients and believe we can all have fun while we do it. Transforming a business often involves long hours and plenty of high-stress moments. Make no mistake we are serious about delivery. However, we have found that our clients get better results when there is room for laughter at the same time. At Cross 8 we use small teams of highly skilled people in pivotal roles to deliver client outcomes. Our consultants have an average tenure of twenty years in their field, each with a mix of consulting and direct business experience. When you work with Cross 8, you know about it. Find out more about our people here: https://cross8.co.uk/our-people/

Key Roles and Responsibilities• Develop and deliver the UK Marketing strategy.• Management of company exhibitions from concept to delivery. Including graphic design/artwork for the stand. • Production of marketing collateral, design through to production. Including the design and creation of artwork.• Management of Centiel’s marketing campaigns, including, product launches, ensuring that all campaign elements are implemented and managed on time and to budget.• Design, build and maintain Centiel's social media strategy, ensuring continuous growth of presence and freshness of content.• Coordinating relationships with external agencies and ensuring projects are delivered on time to budget.• Ownership and management of Centiel's PR activity including effective management of Centiel's external PR agency relationship.• Creation and management of company website, SEO/PCC.• The ongoing monitoring of, and reporting upon, the effectiveness of Centiel's marketing communications• Creation and submission of industry award entries.• Establish and maintain relationships with key media partners to ensure that Centiel's brand and key messages are promoted in line with the marketing strategy.• Management of the Sales and Marketing SharePoint.

Stoke-On-Trent, United Kingdom

Key Responsibilities- Propose and deliver Centiel's marketing strategy inline with Sales departmental objectives- Management of company exhibitions from concept to delivery- Production of marketing collateral, design to production including the design and creation of artwork- Management of Centiel marketing campaigns, including product launches, ensuring that all campaign elements are implemented and managed on time and to budget- Design, build and maintain Centiel's social media strategy, ensuring continuous growth of presence and freshness of content- Coordinating relationships with external agencies and ensuring projects are delivered on time to budget- Ownership and management of Centiel's PR activity including effective management of Centiel's external PR agency relationship- Creation and management of company website, SEO/PCC- The ongoing monitoring of, and reporting upon, the effectiveness of Centiel's marketing communications- Creation and submission of industry award entries- Establish and maintain relationships with key media partners to ensure that Centiel's brand and key messages are promoted inline with the marketing strategyKey Achievements- Responsible for the launch of the Centiel brand in the UK, developing and driving Centiel's marketing and PR strategy working alongside Centiel's sales department to ensure a harmonised and consistent company message is promoted- Established and launched the 1st regional office for Centiel UK (previously MPower UPS)- Redesigned and produced marketing collateral for Centiel rebrand within 8 weeks- Launched the Centiel brand in the UK following the acquisition of MPower UPS Ltd- In association with a graphic design company, successfully developed and launched centiel.co.uk within 8 weeks- Planned, designed and managed Centiel’s first appearance at the Industry's largest trade show - Launched Centiel's product portfolio in the UK- Developed, implemented and maintained Centiel's SEO campaign

Home Based

Key Roles and Responsibilities - Instigating and managing stakeholder groups across npower and into RWE Group.- Designing and developing effective budget management systems to ensure that costs are controlled - Moving things forward by making sound commercial judgements in the absence of perfect information - Working collaboratively to define, develop and launch new and innovative productsKey Achievements - Lead the project management activity for a rapid Innovation project to deliver an Innovation Space within 43 working days for under £50k., engaged partners & sponsors to gain buy in and managed a tight budget, used open innovation methods and real time decision making to deliver an Innovation Space - Lead the test phase of the UK Innovation Space, developed team capability & a culture of innovation, raised the profile of the team attract external potential, saved costs for hiring out venues and facilitators. - Lead the delivery of an incremental innovation project, exceeding the clients expectations working at speed, taking the client & npower on a rapid innovation journey. 8 Weeks, up to 100 Customers less than £10k. - Consulted, designed, pitched and delivered an event brief to the client & partners. 14 use cases demonstrated to 100 customers for less than £300.- Design and facilitation of key ideation sessions, exploring opportunity spaces, working with diverse groups and Innovation Techniques to generate 100’s of idea’s. Including government bodies & new technology companies, generating, developing and refining into pre POC's- Delivered an international culture change experiment, taking 30 people from a largely virtual project team through an innovation journey in one day, identifying barriers to success & key themes, gaining insight from the team to create tangible actions to overcome these barriers.

Worcester, United Kingdom

Solihull

Solihull

Key Roles & Responsibilities include:- Co-ordination and analysis of weekly project & programme resourcing reports. - Managing the on-going monitoring and recording of project & programme resourcing risks and issues. - Managing the Programme’s contract data. - Reviewing immediate strategic resource requirements, reviewing options and making recommendations on allocation of resources & providing smart solutions. - Facilitating Continuous Improvement workshops and implementing controlled change to the recruitment process. - Leading CV sifting sessions, producing interview material and arranging assessment days for potential candidates. Key Achievements :- Providing support to Programme Managers to resolve HR & Financial blockers. - Ensuring contracts are managed effectively reducing the risk around contractor loss; this includes effective tracking and escalation of Programme and Financial approvals. - Ensuring Programme Governance through implementing a process that allows an audit trail of resource approvals to be easily identified. - Driving Programme initiatives including the development of process flows and supporting documentation.

Stoke-On-Trent, United Kingdom

Key Roles and Responsibilities: - Analysing and investigating complex queries, exploring a range of options to provide a successful resolution to both internal and external customers relating to Smart Metering trials and products including Time of Use tariff, Pre-Payment Single Wallet and Micro Generation. - Review of documentation for Micro generation exit trial project, developing the exit trial strategy with the smart programme leads, highlighting all key risks and issues, providing solutions or mitigation. - Providing analysis & solutions to current and potential process issues relating to any micro -generation trial customer queries and work streams. Key Achievements : - Delivering a suite of excel processing reports, Incorporating key end of trial activity data to track the progress of the project. Utilising this data to develop a reporting suite which identifies the movement of each customer account through process stages enabling the Project Manager to update the team progress against their project plans. - Attending requirements gathering workshops to produce options paper for the exit of the Micro generation product. Completing a risk assessment of potential fixes and process changes to ensure minimal impact on business areas whilst delivering project objectives and a positive customer experience.

Stoke-On-Trent, United Kingdom

Various Customer Services Roles with in npower : Responsibilities include: -Detecting quality issues and providing resolutions to account queries prior to impacting the customer. - Providing weekly briefs to back office staff via internal comms, incorporating progress updates, goals already achieved and targets set for the coming week to support Operations Managers. - Managing alarm levels and prioritising accounts using RAG status reporting, interpreting this data to allocate priority accounts to team members. Generating KPI reports. - Controlling the quality of all data requests into the work stream, liaising with quality analysts, team managers and operations managers to escalate quality issues. - Monitoring and maintaining unworked alarm levels on a daily basis. - Providing resource recommendations to achieve set targets and Service Level Agreement’s. - Providing route cause analysis to Senior Operations management, participating in business readiness calls providing process support to allow resource plans to be createdKey Achievements include: - Identified trends in quality issues, reviewed working practices with operational teams which allowed process gaps to be defined. - Conducting process change IA's, engaging with key stakeholders and developing SLA's with connected departments. - Documenting new process's and conducting training for all tariff staff to implement process changes. - Implementing a back to the floor quality and feedback reviews, including scorecards. Participated in a Voice of the Customer exercises ensuring changes were embedded, included customer calls to obtain feedback on levels of service. - Identifying reoccurring errors and inaccuracy of data being provided by back office teams, assisting the development feedback trackers to monitor and improve service - Recommending process improvements to Operations Managers, created internal briefs updating staff allowing consistent working between teams.