Claire Holliday

Experience

• 

  Npower

  Apr 2006 - Apr 2008

  Sales & Marketing Process Assistant

  I gained commercial awareness and insight into the competitive working environment in my first role following my degree within the Commercial Planning Team of this large corporation. • Developing and updating the departmental intranet pages, including design, organisation and corporate branding, creating hyperlinks to other pages and documentation.• Raising, logging and communicating campaign codes from the Campaign Analysis Team.• Walkbook, Campaign Code and Customer data entry and production of documentation summaries for department colleagues using Microsoft Access and Excel. • Rewriting the Marketing documentation sent out to newly acquired customers. • Compiling, designing, corporately branding and delivering departmental presentations to other teams within npower.• Assisting in the production of Telesales Reports using the SAS System. • Responsibility for the planning and timetabling of meetings and minute recording.• The management of Marketing Team Events, including venue booking, arranging resource requirements, hospitality, catering and communicating event details to all departments.• Managing invoices involving the creation and maintenance of a database and filing system. • Training Courses Completed in Brand Awareness, Confidence & Assertiveness, Intermediate Excel, Health and Safety, EuroDirect Database Training, IBM Show less

• 

  Corporate Rewards

  Apr 2008 - Oct 2008

  Assistant Campaign Manager

  In this role I was able to use my skills in creativity to create personalised reward schemes for a number of different businesses to appeal to their target audience. • Creating and maintaining incentive marketing campaigns from conception to completion.• Obtaining quotations for online development work.• Liaising with clients and designers to create a brand for each client.• Design of online campaigns using the My-Rewards.com website portal.• Preparation of monthly activity reports and regular html email communication. Show less

• 

  Corporate Rewards UK

  Oct 2008 - Sept 2022

  The team I manage is responsible for providing excellent customer service and ensuring that the order management process runs smoothly. Providing high standards of customer service is something I feel particularly passionate about and I believe this motivates the clients, customers and suppliers we deal with. My current focus and tasks involve; • The leadership and development of the Reward Services team, responsible for providing a high standard of customer service. o Conducting Monthly 121’s / running weekly meetings.o Managing team capacity and focus points.o Point of escalation for any client, customer or supplier issues.o Coaching and Mentoring the team to achieve their PDP targets and excel in Customer Serviceo Listening to and sharing feedback from the team and other departments. • The day to day running of a busy, reactive Customer Service department ensuring effective and efficient responses to client and customer requests. • Client Management o Weekly calls, o Suggesting and implementing programme improvements, o Actioning day to day requests and orders in a timely manner, o Customer data analysis o Creation and Presenting of PowerPoint slides for use in quarter strategy reviews. • Proactively finding ways to improve the customer experience and encouraging engagement with the platform and reward catalogue. • Striving for continuous improvement in team processes, procedures, and productivity.• Building relationships with suppliers to execute efficient order management processes. • Monitoring and reporting on Customer Service and Supplier SLA targets. • The recent implementation of a Customer Ticketing system to improve the service we offer and programme reporting methods. Show less This role included many of the tasks already completed in my previous role but at a more senior level and with less support and more accountability to include the following additional tasks; • Proactively recommending process and customer service improvements.• Collecting and analysing department statistical data to produce weekly and monthly reports and to regularly update our department databases. • Back order management and customer notifications for orders placed. • Processing manual orders to meet client and customer deadlines. Show less

  • Head of Customer Services

    May 2016 - Sept 2022

  • Customer Service Manager - Title changed to Reward Services Manager Feb 15

    Jan 2010 - May 2016

  • Assistant Customer Service Manager

    Oct 2008 - Dec 2009
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  360insights.com

  Jan 2022 - now

  Manager, Global Rewards