Hayley Openshaw

Experience

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  Make Venues

  Jan 2007 - Mar 2008

  Marketing Coordinator
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  Nord Anglia Education

  Mar 2008 - May 2010

  Marketing and Communications Executive
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  RubyGold.co.uk

  Apr 2010 - Mar 2014

  Director

  Retailing a unique selection of women's designer jewellery sourced from around the world.

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  TBG Learning

  May 2010 - Mar 2014

  Marketing and Communications Manager UK and Ireland

  TBG Learning delivers commercial and government funded education, training and employability programmes across the UK and Ireland. Responsibilities• Line-management of the central marketing team and oversee the activity of marketing engagement and sales staff across 19 UK learning centres and 11 Irish learning centres.• Development and implementation of the annual marketing strategy to support the achievement of commercial objectives.• Development and execution of multi-channel marketing campaigns that focus on driving lead generation for both b2c and b2b segments.• Own the creative strategy and visual identity of TBG Learning and its group of companies, working with agencies to create an identity and assets that resonate with our target audience, provides stand out in the market and aligns with corporate brand guidelines.• Manage the creative process of all artwork for marketing initiatives and campaigns across digital, direct, print and OOH; working alongside agencies to produce film, photography and interactive events.• Project manage the mobilisation of all marcomms for new contract wins and business acquisitions.• Develop and execute a PR and public relations strategy, leading a proactive and reactive press function to fulfil media coverage opportunities for TBG Learning and its group of companies. Manage all responses to media outlets; broadcast TV, radio and print, and be the first point of contact for all government and ministerial engagements.• Design and implement an annual calendar of events, including; regional graduation and award ceremonies, recruitment roadshows, ministerial visits, job and employment fairs, launch events.• Manage the marketing budgets of the UK and Ireland businesses.• Engage with regional centres across the country to understand market variations and localisation requirements, working with sales teams to ensure campaigns are supporting commercial goals and report on campaign and sales team performance. Show less

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  Npower

  Mar 2014 - Sept 2020

  npower is an integrated UK energy company serving around 5.4 million domestic and business customers with electricity, gas and energy services . Within npower’s Customer Services Domestic segment I have accountability for managing the mechanisms which govern and control how Continuous Improvement (CI) activity is prioritised, planned and resources deployed, to enable the successful delivery and implementation of all change activity and resulting benefits.Responsibilities• Design, manage and implement an architecture for governance and controls to enable timely and effective decision making, prioritisation and visibility of the change agenda.• Develop and manage CI change programmes and projects from initiation through to implementation.• Accountable for the financial control of the departmental Opex and Capex budgets; forecasting, reporting, investments cases and day to day approval and management.• Management of resource headcount, allocation and demand reporting across the portfolio to ensure delivery is viable within committed timelines. On-boarding and recruitment of teams.• RAID and RACM management; identify, understand and log all risk, issues and controls, ensuring accountable leaders own effective mitigation plans and are held to account to deliver them.• Track the performance of the overall CI portfolio through a combination of reporting dashboards and robustly feed this up to senior stakeholders in a way which influences decisions and actions.• Internal communication of Innogy, npower and segment specific briefings and performance cascades, implemented through a calendar of departmental events, leadership calls and e-comms to build employee engagement and understanding across the team.• Lead, shape and develop the Planning Team to meet flexible business demands. Achievements2016: Completed npower’s talent programme “Perform”. A development programme for people identified as having the potential to take vertical steps within the organisation. Show less As npower embarked on an ambitious agenda to put the customer at the heart it’s business, my role in Domestic Marketing was to manage and drive the marketing strategy and planning capability; across Brand, Acquisition, Existing Customer Management and Customer Intelligence.Responsibilities• Coordinate the formulation of strategic solutions, documenting and disseminating the domestic marketing strategy and delivery plans to increase customer acquisition and retention, and drive value through all core channels (direct, digital, TV, printed, out of home).• Accountable for setting and managing departmental KPIs and scorecards; the collation and communication of all campaign performance reporting and continuous review of metrics to determine what is working and what can be improved and optimised. Report and present actionable data, insights and recommendations to drive and underpin decision making.• Influence and attend customer forums, focus groups, product and proposition research groups to understand customer drivers and pain points to inform the marketing strategy alongside data insights.• Accountable for the financial control of npower’s largest discretionary Opex budget and the Domestic Marketing Capex budget; forecasting, reporting, investments cases and day to day approval and management. Targeted to drive operational efficiencies and savings and ensure spend allocation is optimal for best return and business benefit. Achievements2016: Received recognition at the 2016 Commercial Marketing Team Brief for the design and implementation of financial governance and control of the Marketing Opex budget.2015: Graded “A” at year end – amongst the top 5% of achievers companywide.2015: Selected for and completed RWE’s talent programme “Discoveries” .2014: One of only six people presented with an award at the 2014 Domestic People Managers Conference (attended by ~600 UK mangers) for driving the creation of the 2015 Domestic Marketing Strategy. Show less

  • Continuous Improvement Planning Manager

    May 2016 - Sept 2020

  • Marketing Strategy and Planning Manager

    Mar 2014 - May 2016
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  John Lewis & Partners

  Oct 2021 - Oct 2023

  Customer Planning Lead, Process and Governance
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  John Lewis Partnership

  Sept 2023 - now

  Pan-Partnership Planning Lead

  Defines the Pan-Parnership (Waitrose & Partners, John Lewis & Partners and John Lewis Financial Services) Customer Strategy and ownership of the Customer Plan; it’s objectives, performance and budget allocation.