Nicola Foxx Email and Phone Number

I managed a small team within the operations department, ensuring all CodeClan business units were up to date with the latest data and reporting analysis through a power BI platform called Zoho Analytics. I lead on continuous business improvement, product management, CRM systems and business governance.

I was responsible for the collection and coordination of data and metrics across the business with a focus on reporting, collating, and analysis to support informed decision making at both operational and strategic levels. I assumed a Data Champion role within CodeClan and lead our CRM system which supports the sales processes of the business

As part of the Business Development team, I was responsible for new lead generation, insight analytics and Salesforce CRM system management.Working closely with multiple stakeholders including senior leaders to develop and deliver the required lead objectives. Lead generation planning – implement a lead generation processes across departmental channels. Capturing and updating insight onto CRM system (Salesforce). Identify new lead opportunities through insight analytics. Supporting field operatives with correct collateral to deliver target objectives. Migrating historical insight data onto CRM system.Stakeholder engagement at all levels. Relationship Management across internal and external business units.

In this role I worked within the Marketing team, reporting directly to the Marketing Manager. I was responsible for the fulfilment of marketing campaigns to deliver new leads to approved targets Brand - led on the implementation of the VoidCare rebrand ensuring it met criteria around the new Visual Identity and Tone of Voice for British Gas. Legal and compliance delivery of all marketing messaging on and off line via internal audit portal. Managing external agencies for PR, media, print and design. Digital Marketing - website and App development. Relationship Management across business units internal and external. Direct Mail planning and costing avoiding contentions and ensuring best practice i.e. adhering to Data Protection and ensuring data usage approved for marketing purposes.

In this role I produced internal communications for my business area. As my senior manager left I became responsible for developing the internal communication plan. I worked closely with many stakeholders including senior leaders, project owners, and team leaders to plan, develop and deliver their communication objectives. Worked with external agencies; design and print. Development of collateral for internal and external use. Event Management Organised internal half yearly business reviews including bespoke collateral and training packs.Measuring success through feedback to improve on future activities.Relationship ManagementCollaborative working with other business units to embed in the VoidCare communications plan within the wider British Gas plan.Worked with senior stakeholders within business unit to sign off all outlined activity..

I worked within the social housing sector (VoidCare), managing existing and developing new clients, adding value to British Gas through energy acquisition. Relationship Management of social housing clients. Data analysis leading to the identification of growth areas. Working with key stakeholders including senior housing officers at the Ministry of Defence (MoD). Led on full roll out of the VoidCare service across all national MoD properties equating to 20% of entire annual target for acquisition. Assisting communications manager with Social Housing communications. Creation of wider internal communications on an adhoc basis.

I provided support, help and advice to customers within an inbound contact centre. I was responsible for enhancing customer relationships by resolving enquiries to ‘right first time’ principals and seeing all complaints through to mutual resolution. Efficient handling of customer enquiries through expert knowledge of British Gas products and services as well as processes, which ensured that customers received a high level of customer service. Ability to remain calm when dealing with emotional, difficult or distressed customers. Training new start agents. Performance Management of staff through quality feedback and performance target management. Working with key stakeholders to manage customer complaints through to resolution. Proven ability in all applications in MS Office and SAP.