Helen T

Founded Urban Utilities’ successful, innovative Schools Education Program (2021 Qld Australian Water Awards – organisational excellence finalist).

Grew the program (despite COVID 19 limitations) to exceed KPIs inc 1.8 million community reach, 33% increase in student water literacy, engaging 19% of schools in service region, 100% customer satisfaction rating.

Currently co-managing the program with a part-time job-share colleague.

Researching, designing, writing, implementing and testing program to ensure customer centricity, consistent brand experience, alignment to safety, values, strategy, and National Curriculum.

Innovatively identify opportunities to enhance program and business outcomes.

Proactively building staff capability through training, coaching, mentoring, and designing resources.

Ensuring inclusivity and diversity, segmenting and targeting to ensure customer centricity across all customer groups (Kindy-age to University-level students, regional to metro communities).

Designing, implementing, and program managing incursions, educational talks, events, and site tours ensuring exceptional customer experience (100% teacher recommendation rating 20/21).

Managing the schools’ grants program ensuring proper governance/due diligence.

Presenting to stakeholders inc Dept of Education, Executives, Shareholders, stakeholders.

Utilising best practice trends in community engagement, behaviour change, marketing, communications, STEM, innovation, customer experience, and water education.

Managing internal and external stakeholder relationships and communications.

Sourcing and managing budgets, finances, and project reporting.

Contributed towards How Low Can You Go? water saving campaign (10 million reach & won the Public Relations Institute of Australia’s Golden Target Awards 2021).

Contributed towards Bathroom Beats campaign named “most innovative way a water utility encouraged customers to save water,” Australian Water Association “Bathroom Beats” achieved 2.2 million reach and won the Public Relations Institute of Australia’s Golden Target.

Awards in 2020 for National Campaign of the Year, Best Experiential Campaign, Best Small Budget Campaign, and a silver for Best Integrated Campaign).

Provided strategic marketing and communications advice and support to CEO.

Led the delivery of award-winning corporate publications including 2013/14 Annual Report (won silver in the Australasia Reporting Awards).

Wrote and edited speeches, communications, policies, award submissions for CEO, Board and

Executives ensuring compliance with Urban Utilities’ brand, strategy, and values.

Chaired South East Queensland’s first Regional Behaviour Change Campaign with Healthy Land and Water to encourage our communities to drink tap water and use reusable water bottles.

Brand management - ensuring consistency for corporate communications, building trust.

Led the delivery of campaigns including price campaign, tap water campaign, value campaign across multiple channels resulting in successful business outcomes.

Customer insights, research and reporting (including focus groups).

Built collaborative partnerships/sponsorships with shareholders and stakeholders.

Crisis, emergency response, and media management (inc Jan 2013 floods & supply incidents).

Event organisation internal and external (delegates - CEOs, Mayors and Councillors, customers).

Program management of Urban Utilities’ primary external customer communication channel - residential newsletter Pipeline (5 regional versions published each quarter, 650,000 customers) increased readership from 17% to 33% of customer base in 12 months.

Marketing lead for customer account communications (bill, envelope, e-bills, inserts).

Digital - contributed the to website, editing CMS and social media messaging.

Admin – adhering to procurement policies, preferred supplier arrangements, safety standards.

Developed organisation’s KPI scorecard and quarterly brief cascade process.

Founded internal Marcomms Consultative Committee to identify improvements and efficiencies.

Selected as one of eight original employee champions for Urban Utilities’ Innovation Group.

Marketing and Business Development Organisation based in London which promotes Covent Garden by publishing a 50,000 monthly circulation magazine and website, organising up to 50 events a year and representing Covent Garden businesses. Clients, who all subscribe to the membership scheme, include cultural institutions (The National Gallery, The British Museum), restaurants, attractions, professional services, retailers, estate agents and businesses.

As director, legally and financially responsible for the success of the company.

Day-to-day management of the business including up to 11 employees.

Project managed the local brand, marketing and comms strategies of businesses in the Covent Garden community (Thames Water, Veolia, Westminster Council, London Underground).

Strategic overview of the company (developing and implementing marketing, publishing, events, editorial and online strategies).

Planned and implemented the website, social media and eCommerce strategies.

Project managed the production of the magazine (editorial, design, advertising).

Represented (and lobbying on behalf of) Covent Garden businesses on many panels, at meetings and events (community and stakeholder engagement).

Event management for stakeholders including the Mayor of London, Director of Royal Opera House and Managing Director of London Underground.

Managed, and contributed to, the sales department, identifying new business opportunities.

Wrote, proof-read and edited the magazine, website, digital communications, corporate papers and promotional materials.

Built excellent working relationships with stakeholders, clients and contacts.

Financial budgeting, control of accounts department and administration.

Managed human resources (inc recruitment, redundancies and paying salaries).

Instrumental in reviving the company (from loss to profit) through leadership, new initiatives and a series of new financial measures.

Responsible for supervising between 5 and 15 officers, ensuring clear, concise, and timely communication with customers, direct reports and managers, sales reporting, motivating staff, and incident management (including bomb threats).

Responsible for taking school children on day and weekend trips from UK to France, tickets and bookings, liaising with teachers and drivers, ensuring the coach adheres to strict schedules and managing any language or ad-hoc problems.