Grace Thorley Email & Phone Number

London, England, United Kingdom

London, United Kingdom

London, United Kingdom

London, United Kingdom

• Responsible for project managing in store Nectar events which are designed to drive key KPIs such as incremental sales and transactions for the business, as well as engaging customers in the Nectar scheme.• Accountable for all aspects of Nectar events from engaging key stakeholders, operational set up, below the line comms, in store advertising, ensuring the event runs to forecast and reporting on and staying within budget.• Worked on mailings to customers who had disengaged in the Nectar scheme. These comms gave them a replacement Nectar card and points incentives if they recommenced swiping in Sainsbury’s.• Facilitated a £7m saving to the business by changing the funding process for the Nectar Double Up event and paying for this by issuing Nectar points.

Birmingham, United Kingdom

• Responsible for improving the SLA of the social media customer care team. My business case for extra head count was approved and 6 additional FTE were added to the team.• Worked with the digital agency and managed the content plan for Twitter and Facebook channels.• Managed the npower YouTube channel and worked with digital agencies to create video content to help customers understand their energy accounts.

Solihull

• Project managed the re-brand of internal and external communications for npower Business. Responsible for working with the external agency to create new brand guidelines for the B2B strand of the npower business.• Organised npower’s presence at the Major Energy User Council roadshows (MEUC) where suppliers and end users discuss and debate changes to the future energy market.

Solihull

• Responsible for providing data and analytics to other teams in the marketing department, helping to ensure campaigns targeted appropriate customers.• Attention to detail was essential in this role when analysing customer data to ensure the correct message was sent out to the business.• I utilised my cartographic skills using Map Point software to illustrate customer trends spatially.• Working knowledge of, and adherence to, the Data Protection Act.

Solihull

• Designed and implemented a Customer Experience Impact Assessment form to ensure projects around the business considered the customer from initial scoping to deployment.• Project manager for the design and creation of a new customer welcome booklet, a communication sent to thousands of domestic customers each month. Stakeholder management was key for the sign-off of this piece of work and to ensure it complied with the industry guidelines set by the regulator OFGEM.• Delivered the fourth wave of a Voice of the Customer insight study and identified the requirement to adapt this to meet business needs. The insight and analytics were distributed widely around the business to inform initiatives and project work.

London, United Kingdom

Responsible for editing and creating videos to promote people applying for a research bursary with RGS.

Geography Bsc, Dissertation: How Sugar Cane Plantations In The Atlantic Rainforest Affect Fire Patterns In The Area

Achieved a 2:1 in Geography; also completed modules in the Business School - Marketing and Society and the Principles of Business.

Education record