Rachel Mahon, 07967 860538,



Rachel Mahon, 07967 860538, rachel@rachelmahon.uk A strategically minded project manager, with a strong track record of delivering projects in large operational organisations with multiple inputs, complex dependencies and diverse stakeholders, managing million pound budgets and working to lead times of up to three years. Most recently I have been programme lead for Transport for London’s Customer Programme – a ?28 million programme to increase the organisation’s customer care score with deliverables across customer experience, information & design, marketing & behavior change, digital, fares & ticketing and accessibility.I am experienced in defining project scope, controls and governance, creating project schedules, managing resource allocation, identifying dependencies and links between disparate projects, tracking and measuring performance and engaging with a broad mix stakeholders as senior as C-suite execs. With a positive attitude and can-do approach, I quickly establish strong working relationships, to negotiate and lead people to deliver in line with organisational objectives. I work very effectively at a strategic level, yet always maintain a handle on the detail to ensure activity stays relevant and delivers strategically. Career historyMay 17 – Aug 18: Programme and Performance Manager - Transport for LondonDeveloped a strategic planning and prioritisation framework for Customer, Communications and Technology (CCT) Directorate to define programme scope and prioritise ?28m marketing spend, resulting in comprehensive mid to long term plans to support delivery of the customer strategyCreated annual programme schedule incorporating key delivery milestones from twelve major workstreams, programme governance and performance checkpoints and projected spendEstablished new business processes to track programme milestones and measure quarterly performance, setting up controls and governance to maintain programme scope, schedule activity and track programme finances, establish KPIs and measurable performance criteria and create management information reports for Customer & External Relations Steering Group (CERG)Developed process to approve initiation of new projects and change requests outside of business planning cycle and supported development of business cases for funding requests to senior execs through CERGMaintained programme issues log and risk register, escalating risks to CERG as appropriateDay to day management of the ?28m Customer budget, leading on the 1, 3 and 5 year business planning process across the Directorate and conducting budget prioritisation to ensure appropriate resource allocation is set for the 12 months ahead; conducted regular reviews throughout the year and managed revisions Developed and maintained a programme narrative to embed the customer programme and customer focus, communicating through multiple internal employee comms channelsSecretariat for the CERG, working with CCT MD and Business Directors to set the agenda, prepare management information to assist group in making decisions, write and circulate minutes, maintained action log and accountable for the group logisticsBusiness Management support for the Customer teams including resource planning, headcount control, special projects and employee communicationsLine managed two programme analysts Oct 16 – Jan 17: Marketing Services Project Manager - Transport for London Project managed procurement of creative agency framework for customer information across TfL’s network - a 4 year framework, valued at ?2.5mLed on final stage of gathering requirements and defining project scopeProduced tender specification documents and all incumbent supplier communicationsUpdated project plan regularly, ensuring key milestones metProject governance with issues and risks identified and escalated to SMT as necessaryManaged day to day relationship between marketing services and commercial departmentMay - Aug 16: Customer Strategy Consultant - NHS Property ServicesWrote communications strategy and developed plans to communicate transfer of ownership of 3,600 NHS properties to GPs, health centres and community hospitals Defined requirements for customer information, developed business cases for funding and commissioned external agencies to deliver content (website, operational comms, newsletter, brochureware, web content)Project managed delivery of two national customer events and a series of corporate filmsLaunched account management programme for top 100 customersJul 14 – Jul 15: Marketing Consultant - Tomorrow’s Company (part time)Wrote marketing and comms strategy to promote new membership proposition and drive increase in membership for think-tankNov - Dec 14: Account Director - Forster CommunicationsManaged branding projects for Sue Ryder, Boston Consulting Group and KPMGJul – Nov 14: Marketing Project Manager - Dept. of Energy and Climate ChangeDelivered a national marketing programme to promote the Green Deal, including industry sponsored events, content marketing, social media, press and PR, contributing to an increase in uptake on previous year of 30% to 18,000 accreditationsOct 10 - May 14: Member Engagement Manager, National Employment Savings Trust (NEST)Team manager for work package to produce all content for first release of member website, created work plans, planned resources, wrote content briefs, managed relationships with suppliers, approvals and quality assurance, managed content producers Co-ordinated development of all scheme member information (member welcome packs, product guides, investment brochures, video, animations, digital tools) from writing insight-led creative briefs, to commissioning and managing agencies and approving final artwork, working with operations and customer service to drive continuous improvementPlanned and oversaw execution of segment-specific, marketing activity, deploying email, social media, content marketing, PPC, SEO, events and PR, during a period in which scheme membership grew from zero to 1 millionLed cross organisational working group, with colleagues from policy, product, development, customer experience, digital and external affairs to plan, implement and evaluate marketing activity to inform 7 million eligible workers about automatic enrolment Planned, monitored and updated programme budgets, reporting monthly and at year end to projectboard and finance teamRan the tender process for events and exhibitions, branding, film, and brochureware suppliers, ongoing relationship and contract management Reported on member engagement strategy milestones to project board at regular checkpoint meetings, raising critical issues and making recommendations for future activity and resource allocationJuly 09 – July 10: Senior Marketing Manager, HMRCProject managed delivery of ?4.2m ATL marketing campaign, across TV, press, radio, outdoor advertising, digital marketing and social media, to transition 8m tax credit customers online, Line managed three team membersJan - June 09: Consultant - Futerra Sustainability CommunicationsDelivered a communications campaign for Axa Insurance to drive employee participation in their CSR programmeJan - Jul 2008: Senior Account Manager - Loewy Brand CommunicationsDelivered a B2B European advertising campaign for Hitachi and a marketing toolkit for resellers and rebranding for Oxford Business SchoolJul - Dec 2007: Project Manager - ShelterProject-manager for delivery of ‘Keys to the Future’ fundraising campaign across multiple channels – major donors, community fundraising and face to face fundraising Acted as conduit between the external fundraising consultancy and internal fundraising function, which incorporated major donors, trusts, community and face to face fundraising, to ensure campaign plan was implemented in line with objectivesMaintained up to date campaign delivery plan ensuring all key stakeholders worked to agreed timelines and milestones were metManaged reporting of ?7 million budget and project plan to Fundraising Board Wrote internal communications and marketing strategy to raise awareness of new children’s service amongst face to face local advice bureaux Jun 04 – July 07: Campaign Manager - Comic ReliefCampaign Manager for Red Nose Day 2005 and 2007 achieving an 80% participation level amongst 3,500 schools, raising ?5m Created, monitored and updated campaign plans, budget and schedule, reporting monthly to campaign steering group on progress, issues and risksChaired a fortnightly campaign delivery group Project managed development of Comic Relief’s first website for children, working with research and digital teams and a number of external partners to commission contentLed creative development of campaign brand and production and fulfillment of fundraising packsMar 02 – Apr 04: Marketing and Promotions Officer - Irish Tourist BoardProject manager for delivery of ?2m TV, press and radio recruitment campaignCreated and updated project documents - brief, schedule and budget, monitored and reported on progress and spend against project planKey point of contact for media buying, advertising and TV production agenciesCo-ordinated development of all content - wrote briefs, gathered input from stakeholders, presented creative concepts, managed final approval of content Event managed national careers road showSept 00 – Feb 02: Account Executive - Edelman PRNov 98 – Aug 00: Advertising Producer - Gateway ComputersOct 96 – Nov 98: Project Manager - Merchant CantosProject managed design and delivery of annual reports for Millenium & Copthorne Hotels, Bunzl and Mirror GroupResponsible for managing budget, procurement, client reporting and planningInterestsIn my spare time, I sing and go to lots of gigs and music festivals. I like to keep fit too - swimming, cycling and yoga mostly. Cooking for friends brings me great joy. I’m also an enthusiastic photographer and avid traveler.Education and CPD2018Agile Project Management - Foundation and Practitioner2016Prince 2 - Foundation and Practitioner2014 A beginner’s guide to irrational behaviour, Duke University (online)2013 Transfer your Customer Experience, Charted Institute of Marketing (CIM)Search Engine Optimisation, CIM2012 Strategic and Creative Thinking, CIMManaging Social Media, CIM2010Persuading and Influencing People, National School of Government Government Communications, National School of Government2007Microsoft Visio2006Project Management1996Postgraduate Cert. in Advertising and PR (Distinction), Dublin Business School 1994BA in Int’l Marketing & Languages – French/German (2.1), Dublin City UniversityPMO, requirements, planning, transformation, matrix, project management,uling, dependencies, resources, business change, programme manager ................
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