Steph Conlon Email & Phone Number

Nottingham, England, United Kingdom

o Promoted from Commercial Operations Manager based on performanceo Manage and develop three content editors through 121s and performance reviewso Lead delivery of high-volume multi-channel communications for E.ONs residential business. o Work across multiple business areas to understand strategic/regulatory changes and implement delivery plans. o Manage prioritisation of sprints with IT to ensure smooth delivery of changes into live environment. o Produce monthly budget (c£2m) and adhoc forecasting reports and investigate discrepancies.Key Achievementso Achieved 15% mobile app clickthrough within customer acquisition journey as part of ‘online growth’ project. o Guided project team on the promotion of E.ON live chat on high volume/value comms. Used analysis to influence which communications to target based on the intent of the communication and customer engagemento Designed and implemented budget control process using data and identified c£50k overspend o Improved process with our IT team so that complex changes to comms could be managed by one team and delivered swiftly. Lead time reduced from 6 months to 4 weeks.

Nottinghamshire, England, United Kingdom

o Promoted from Partnerships Operations Manager based on performanceo Designed and executed end-to-end sales and retention campaigns to grow E.ONs residential customer base using renewals data and customer segmentation. o Led cross functional working groups, collaborating with multiple business areas to deliver campaign plan. o Forged and managed relationship with 3rd party to create E.ON branded online customer journeys. o Co-ordinated commission and invoicing processes with 3rd party in adherence with contract terms. o Created performance reports for Senior Leadership team and wider business. o Created and drove ‘test and learn’ business case approval with Finance and Commercial Director. o Ownership of ongoing campaign plan and lessons learned process. Key Achievementso Generated c£2m value by retaining c71k customers using affordable propositions and smooth customer journeyso Achieved 32% uplift in clickthrough rates using Google Analytics to identify pain points in the customer journeyo Saved c£100k in FTE costs and reduced customer switch lead-time by 17 days by implementing automated switching process using roboticso Achieved 35% conversion by utilising outbound contact centre for a test and learn campaigno Enabled multiple concurrent campaigns to be active at once by collaborating with external partnero Initiated and chaired a launch plan working group devising new ways to improve the campaign delivery process

Nottingham, United Kingdom

o Developed relationship with strategic partners to maximise customer acquisition and retention numbers. o Collaborated with partners to design propositions to enhance customer engagement and produce commercial benefit. o Track and produce reports for senior leadership team and propose new ideas. o Managed commission and invoicing process in adherence with contract terms.Key Achievementso Achieved c80k additional sales by effective management of Collective Switch initiatives.o Created and implemented a boiler cover lead generation test and learn campaign using two contact centres.o Achieved 5k additional sales by designing fulfilment process of cinema tickets for a new acquisition campaign.

Nottingham, United Kingdom

o Promoted from Channel Support Team Manager based on performanceo Performance managed Price Comparison websites (PCW) to deliver ambitious customer acquisition target.o Refined processes with PCWs based on KPIs and customer NPS. o Project managed changes to E.ONs product portfolio; communicated changes to PCWs and resolved issueso Created commission forecasting plans with Finance team and managed Procurement process to secure spend (up to £12m). Managed commission and invoicing process in adherence with contract terms. Key Achievementso Project managed two large scale projects into PCW channel resulting in a successful go live of E.ONs new product suite, working with each PCW to deliver changes across 11 websites and 6 contact centres. o Improved multimillion £ commission process to ensure slick and accurate payment in line with contract termso Rolled out changes to telephony audit procedure ensuring all brokers completed accurate and compliant sales in line with supply licence conditions and Ofgem confidence codeo Piloted a customer retention campaign using PCW channel.

Nottingham, United Kingdom

Manage a team of 9 staff who support our Residential Sales channels (approx 600+ staff), mainly focussing on Vehicles, New Starters/Leavers and equipment, as well as working closely with other teams within the support area to optimise and improve the support processes. I successfully implemented a new style of welcome booklet that reduced print costs by £96k a year