Emma Murphy Email & Phone Number

Dublin, Ie

Dublin, County Dublin, Ireland

• Plan, direct and co-ordinate activities to manage and implement key strategic projects from design to implementation while leading and overseeing a team of internal and external stakeholders.• Reporting into CEO, lead project meetings to monitor progress, actively collaborate on solving problems and communicate impacts and updates to key stakeholders.• Apply an MVP approach to project roadmap, leveraging customer insights and behavior allowing us to learn quickly and improve product offering for maximum scaling.• Relationship manager for all third party vendors and software development teams including app and website.• Responsible for co-ordination of Technical and Business Teams through market assurance, and all associated testing, where relevant.• Responsible for prioritized pipeline of sprint work into the Internal Software Development team by working alongside key business stakeholders and applying a cost benefit analysis of all work items ensuring we are always working on top customer benefiting items at any given time.• Ensure key sprint planning deadlines met by business teams and support scheduling of all design and estimation sessions• Triage any production issues alongside technical and business teams to minimize impact to sprint where possible.• Experience working within Agile and Waterfall software development frameworks.Key Achievements• Consistently delivered on or ahead of schedule all Key Strategic Projects including Smart Meter and App Product Launch -July 2016, Gas Market Entry and Product Launch -August 2016, GB Market Entry -June 2017, Broadband Market Entry and Product Launch - January 2019, SmartPay+ Product Launch September 2019, New Website April 2021, Oil Product Launch- September 2021

Dublin, County Dublin, Ireland

Ownership and accountability for all onboarding customer targets from lead through to service delivery completion.• Project managed the migration of our Sales function in-house in May 2015 whilst maintaining all service levels. • Built internal direct response sales team including agent recruitment, system requirements, design and implementation od all internal processes, performance tracking metrics, scorecards, and training manuals.• Designed all sales reporting and tracked same to ensure consistent agent performance and service SLAs met.• Ensure maximized efficiencies gained based on learning and by working with other departments to enhance the customer journey by reducing complexity and improving processes and in turn driving sales and completions.• Built internal switch team to drive customer win back at point of cancellation. • Champion all internal acquisition projects and internal software development requests to optimise the onboarding experience and drive completions.• Ran weekly Acquisition meeting where key performance metrics were reviewed and recovery actions implemented to ensure on target performance and presented to C level. Key Achievements• Drove sales team to successfully hit target for first time in the company’s history (three years at this point).

Dublin, County Dublin, Ireland

Ownership and accountability for the company service delivery completion rate from sale to meter on wall.• Vendor manager for two large engineering companies who installed our meters- 50 engineers on the field and our third-party call centre on-boarding team of 15 agents.• Managed internal service delivery team of 6 agents to drive performance and achieve strategic targets.• Reviewed all customer, sales and technical processes to ensure optimised and in turn completion rate was maximised.• Designed and implemented all internal reporting to track installation completion performance by install company, individual installer performance, route performance along with call centre agent performance and using said reporting to initiate recovery actions and drive improvements.• Successfully Project managed transition from two Field Services companies to one and in-turn all reporting and system integration and impacts.• Ran weekly Installations meeting where all metrics were reviewed ensuring key strategic targets met and presented to C level. • Researched, tested and implemented customer comms process to ensure optimum completion of sales achieved.• Worked closely with IT to identify trends, processes and system issues and implemented solutions to realign systems and improve data quality.Key Achievements• Led the Service Delivery team through a time of rapid growth- 2,500-meter installations per week nationwide with base growing from 22k in Feb 2013 to 100k in Feb 2015.• Drove completion rate from 65% to company target of 80% during this period.