Louise Tonkinson

Louise Tonkinson

Head of Customer Insight and Communications at MTS Medication Technologies

Location
Leeds, West Yorkshire, United Kingdom (Leeds, United Kingdom)
Industry
Public Relations and Communications

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Louise Tonkinson's Overview

Current
  • Head of Customer Insight and Communications at MTS Medication Technologies (Omnicell)
Past
  • UK and International Marketing and Communications at MTS Medication Technologies
  • Head of Corporate Communications at Capita Customer Management
  • Head of Engagement and Internal Communications at Ventura
Education
Connections

500+ connections

Websites

Louise Tonkinson's Summary

I am a highly experienced communications professional, with 16 years’ continuous employment in senior private and public sector roles within which I have made a major impact. Recognised as one of the ‘Top 40 to watch under 40’ by the Municipal Journal, my campaigns, programmes and initiatives have not only received accolades such as CIPR Gold and Silver awards, but have also significantly contributed to the positive transformation and growth of the organisations I have worked for.

Dynamic, tenacious and with a true strategic outlook, I have the ability to both lead and support major organisational and cultural change. Dedication, integrity and ambition are ever present values in my approach - yet I believe this determination belies the sensitivity upon which my conduct within the workplace is based. Rapidly earning the respect and trust of new colleagues at all levels within an organisation, my ability to play such diverse roles as advisor, confidant, ally and friend is a genuine characteristic and one which adds tangible benefit to day-to-day operations. Commitment, integrity, and real leadership qualities are amongst my skills that make me ideally suited to a senior communications role within any organisation.

Louise Tonkinson's Experience

Head of Customer Insight and Communications

MTS Medication Technologies (Omnicell)

Public Company; 201-500 employees; MPP; Hospital & Health Care industry

April 2013Present (1 year 6 months)

Currently responsible for directing the UK and international marketing and communications strategy for the world's leading manufacturer of medication adherence packaging, solutions and technology. Accountable for the development and implementation of the new ‘easyblist’ product brand across seven countries, market and competitor analysis, product development, customer services, complaints and product quality - in addition to marketing, internal communications and engagement.

Core responsibilities
• Developing the UK and international marketing and communications strategy.
• Driving communications and engagement of the company’s vision and business strategy.
• Leading and managing the company’s compliments and complaints strategy and service.
• Communications lead for Omnicell US and MTS integration following acquisition.
• Corporate owner of all MTS communications channels (internal and external).
• Strategic head of quality (customer Service and product).
• Ambassador for company brand and UK/International brand development.
• Integral member of the UK and International Management Board.

UK and International Marketing and Communications

MTS Medication Technologies

Public Company; 201-500 employees; MPP; Hospital & Health Care industry

May 2012April 2013 (1 year) Leeds, United Kingdom

Directing the UK and international marketing and communications strategy for the world's leading manufacturer of medication adherence packaging, solutions and technology.

Head of Corporate Communications

Capita Customer Management

Public Company; 10,001+ employees; CPI; Outsourcing/Offshoring industry

July 2011May 2012 (11 months) Leeds

Led corporate communications function for Capita Customer Management, the UK’s largest customer management outsourcing company and one of the region’s largest employers. With over 13000 employees delivering 80million customer contacts each year for 34 private and public sector organisations; this role is fast-paced and complex with a hard commercial focus. Responsible for developing high profile communications and marketing strategies for recruitment, attraction and retention which drive value for money and performance across the business. Accountable for driving communications best practice whilst delivering an excellent employee experience.

Career highlights

• Developed and implemented a dynamic communications operating model (UK and offshore) which realised £1million savings. This resulted in the centralisation of all communications resource, delivered a consistent framework and robust, measurable channels.

• Led internal and external communications during the acquisition of Ventura by Capita and the subsequent transition and transformational communications programmes.

Head of Engagement and Internal Communications

Ventura

Public Company; 5001-10,000 employees; Outsourcing/Offshoring industry

November 2009July 2011 (1 year 9 months) Leeds, United Kingdom

Led communications and engagement for Capita Customer Management, the UK’s largest customer management outsourcing company and one of the region’s largest employers. With over 13000 employees delivering 80million customer contacts each year for 34 private and public sector organisations; this role is fast-paced and complex with a hard commercial focus. Responsible for developing high profile communications and marketing strategies for recruitment, attraction and retention which drive value for money and performance across the business. Accountable for driving communications best practice whilst delivering an excellent employee experience.

Career Highlights:

• Introduced the first ever annual engagement survey achieving a response rate of 55% in the UK and 87% in India. Results drove over 250 improvements which improved engagement by 15% in year one.

• Developed and implemented an innovative strategy to drive performance through effective communications (of quality/contractual KPIs/Adherence/Attendance).

• From concept to delivery, created a new employer brand ‘People Matter’ which was targeted at Ventura’s internal demographic. Key to its success was the development of an employee lifecycle, demographic profiles for all our roles, critical brand touch points and a strategic HR programme.

• Developed and delivered the Ventura ‘people’ proposition for new business resulting in numerous new client wins and contract extensions.

Own company

LT Communications

Self-Employed; Myself Only; Public Relations and Communications industry

September 2009May 2011 (1 year 9 months) LT Communications

Established up and managed LT Communications, Strategic Communications Consultancy. Key clients included Calderdale PCT, Space, Ainsworth and Parkinson, Leeds Metropolitan University and York City Council. Contracts ranged from developing the Healthy Halifax communications framework, and advising on how to win public sector business to lecturing on the post-graduate diploma for public sector communications and advising York City Council on how to future-proof their marketing and communications function in a rapidly changing social and economic climate.

Head of Corporate Communications

Calderdale MBC

Government Agency; 5001-10,000 employees; Education Management industry

July 2007September 2009 (2 years 3 months)

Strategically led, influenced and advised the Cabinet, elected members, the Chief Executive and the senior management team; predicted the impact of their decisions on key stakeholder groups and then implemented planned programmes of activity to support them. Managed a significant budget and accountable for all communications professionals and competencies within the council. Lead responsibility for customer services and complaints. Responsible for making all major decisions related to communications policy, lobbying, strategy and corporate activity. Communications lead for all emergency planning and defence activity.

Provided strategic communications advice on all programme and project activity relating to the council’s vision, ambition and eight priorities; this included being Chair of the LSP (Local Strategic Partnership) Communications Board, the development of place brand for Calderdale, a major internal cultural change initiative, a senior management review, Access to Services Audit Inspection and improvement strategy, the Halifax First Programme, the future of waste and Building Schools for the Future.

Career highlights
• Significantly raised the profile of communications with elected members and senior management.
• Realigned communications priorities to meet the needs and aspirations of the business.
• Established effective partnership working for communications in Calderdale (PCT, Pennine Housing, West Yorkshire Police, Business Link, Calderdale College and more).
• Led the development of ‘Grasp the Nettle’ internal cultural change programme.
• Developed a framework for and advised on all strategic work programmes identified in the council’s Vision to Reality.

Head of Corporate Communications

Leeds City Council

Government Agency; 10,001+ employees; Government Administration industry

June 1999July 2007 (8 years 2 months)

Led all Corporate Communications policy, strategy and activity for the second largest metropolitan local authority in England. Accountable for an annual budget of £500,000 and two teams (Press and Media, Communications, Marketing and Consultation) comprising 17 staff. Responsible for advising and influencing the senior management team and 99 elected members, leading internal communications strategy for 35,000 employees and the communications for more than 500 different local authority services to over 750,000 residents.

Career highlights
• Redesigned and restructured the communications function to better meet the authority’s needs.
• Established communications in the Council and Corporate Plan that for the first time included key performance indicators for future development.
• Developed the council’s first three-year strategic communications strategy and annual service improvement plans for media, marketing and consultation.

Government Agency; 10,001+ employees; Hospital & Health Care industry

19992000 (1 year)

Louise Tonkinson's Skills & Expertise

  1. Internal Communications
  2. Employee Engagement
  3. press and media
  4. Brand Development
  5. Corporate Identity
  6. Corporate Branding
  7. Reputation Management
  8. Local Government
  9. Culture Change
  10. Corporate Communications
  11. Employer Branding
  12. Strategic Planning
  13. Strategic Communications
  14. External Audiences
  15. Stakeholder Engagement
  16. Stakeholder Relations
  17. Consultancy
  18. Marketing Communications
  19. Contact Centers
  20. Outsourcing
  21. Client Liaison
  22. Internal & External Communications
  23. Consultation
  24. Event Planning
  25. Event Management
  26. Corporate Events
  27. Recruitment Advertising
  28. Attraction Marketing
  29. Demographic Profiling
  30. Staff Management
  31. Stakeholder Management
  32. Leadership
  33. Communications Planning
  34. Marketing Strategy
  35. Strategic Partnerships
  36. Crisis Communications

View All (36) Skills View Fewer Skills

Louise Tonkinson's Education

Leeds Beckett University

19961999

Droitwich High School

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