Mark Brumby
Farnsfield,Nottingham
Summary
Accomplished professional with expertise in ECO & GBIS Scheme Delivery and Programme & Project Management, demonstrating a strong track record in Supply Chain & Contractor Management and Regulatory & PAS Compliance. Adept at Customer Journey Design & NPS Improvement, Contact Centre & Field Operations Leadership, and Commercial & Contractual Oversight. Proven ability to engage stakeholders and partners effectively while excelling in Data, MI & Performance Reporting, Tendering, Scoring & Evaluation, and Risk, KPI & Budget Management. Committed to driving organisational success through strategic initiatives and continuous improvement.
Offering strong leadership and communication skills with proven ability to manage complex projects. Knowledgeable about stakeholder management, risk assessment, and strategic planning from previous roles. Ready to use and develop project management, team leadership, and problem-solving skills in General Manager role.
Overview
20
20
years of professional experience
Work history
ECO & GBIS Senior Programme Manager
E.ON Energy
05.2024 - 04.2026
- Accountable for national delivery of ECO & GBIS schemes against all KPIs.
- Lead cross-functional delivery across Advice Centre, Propositions, contractors, and field operations.
- Manage delivery managers and supply chain to achieve contracted volumes (15 FTE).
- Drive continuous improvement in customer journey and NPS performance.
- Ensure PAS compliance and scheme governance across all installations.
- Manage £11m installation budget to meet obligation and NAB return targets.
- Oversee CDM framework ensuring safe, compliant construction and installation activities.
- Act as key contact with Ofgem and DESNZ on regulatory matters.
- Utilised project management tools effectively for better tracking and reporting.
- Optimised resource allocation across various projects, preventing overrun costs.
- Negotiated contracts with vendors, obtaining favourable terms for the company.
- Delivered training sessions to team members, enhancing their project management skills and knowledge base.
Customer Journey & Engagement Manager
E.ON Energy
06.2023 - 05.2024
- Designed and implemented end-to-end customer journey for obligation delivery.
- Developed and launched new products and services improving customer experience.
- Managed feedback and NPS performance across all touchpoints.
- Led workshops to improve ways of working across obligation delivery.
- Led GBIS tribe, reporting scheme performance to Senior Leadership.
ECO Lead Generation Scheme Project Manager
E.ON Energy
03.2022 - 06.2023
- Delivered ECO schemes and measures across UK to agreed KPIs.
- Directed cross-functional collaboration with Customer Advice Centre, Installation Services and other delivery teams.
- Drove customer experience improvements contributing to market-leading NPS scores.
- Led project managers ensuring installation compliance with PAS standards.
- Managed supply chain partners to deliver contracted volume.
ECO Referral & Advice Centre Manager
E.ON Energy
05.2018 - 03.2022
- Operational leadership of 22-FTE lead generation contact centre across two teams.
- Managed channel managers delivering Affordable Warmth marketing strategy.
- Onboarded and managed partners including charities, councils, and paid channels.
- Developed and owned MI requirements, reporting on all KPIs.
- Managed budgets and enforced HR and capability processes.
- Supported wider obligation delivery initiatives through Contact Centre.
Commercial Product Manager
E.ON Energy
04.2017 - 05.2018
- Managed commercial activity within Affordable Warmth.
- Identified and mitigated risks impacting delivery of lifetime savings.
- Analysed competitor activity and made recommendations to enhance competitive position.
- Built strong relationships with internal and external partners.
- Conducted data modelling and insights for senior management decisions.
- Held full budget accountability.
- Drove efficiency improvements within manufacturing operations by introducing lean methodologies.
- Collaborated with sales and marketing teams, improved product positioning in the market.
- Conducted competitor analysis to identify market opportunities.
Carbon Savings Scheme Delivery Manager
E.ON Energy
11.2013 - 04.2017
- Managed carbon savings project delivery and compliance processes.
- Built strong relationships with contractors and installation teams.
- Contributed to the ECO clawback project through analysis, negotiations, and stakeholder engagement.
- Led monthly notification processes.
- Delivered contractor training and site audits.
- Supported onboarding of new contractors pre- and post-contract.
Debt Collection Agency Account Manager
E.ON Energy
04.2010 - 11.2013
- Managed performance of 3rd-party DCAs recovering c.£9m annually.
- Produced performance reports and analysis for senior management.
- Conducted performance meetings and field audits ensuring protocol adherence.
- Managed supply chain partners (meter operators, locksmiths, dog handling).
- Played key role in DCA tendering process.
- Managed 2 FTE and virtual teams across Credit Management.
Credit Operations Field Manager
E.ON Energy
05.2009 - 04.2010
- Led the Warrant and Pre-Disconnection Scheduling team (15 FTE).
- Performance-managed field agents ensuring maximum recovery capacity.
Debt Collection Agency Performance Analyst
E.ON Energy
12.2007 - 05.2009
- Managed work allocation to DCAs.
- Produced and analysed monthly performance reporting.
- Attended performance meetings and drove improvement actions.
B2B Specialist, Credit Operations
E.ON Energy
04.2006 - 12.2007
- Managed inbound/outbound SME debt calls, agreeing payment plans and handling escalations.
Education
A-Level Equivalent Qualifications - English, Maths, Accounting, Afrikaans, Geography, History
Bryanston High School
JohannesburgSkills
- ECO & GBIS Scheme Delivery
- Programme & Project Management
- Supply Chain & Contractor Management
- Regulatory & PAS Compliance
- Customer Journey Design & NPS Improvement
- Contact Centre & Field Operations Leadership
- Commercial & Contractual Oversight
- Stakeholder & Partner Engagement
- Data, MI & Performance Reporting
- Tendering, Scoring & Evaluation
- Risk, KPI & Budget Management
Accomplishments
- Led ECO obligation clawback programme targeting recovery of £15M.
- Designed tender scope and scoring framework for Debt Collection Agency procurement; onboarded six agencies recovering ~£9M annually.
- Primary business contact for successful KPMG audit of Credit Management, ensuring full licence compliance.
- Delivered a successful Solar & Battery lead generation trial, securing approval to mobilise a new delivery team.
- Designed and launched a new Affordable Warmth application platform, improving conversion and accessibility.
- Developed marketing strategy driving record boiler installation volumes over two years.
- Led large operational teams through significant organisational change.
- Represented E.ON at senior industry forums with Ofgem and DESNZ.
Additional information
Full UK Driving Licence
Timeline
ECO & GBIS Senior Programme Manager
E.ON Energy
05.2024 - 04.2026
Customer Journey & Engagement Manager
E.ON Energy
06.2023 - 05.2024
ECO Lead Generation Scheme Project Manager
E.ON Energy
03.2022 - 06.2023
ECO Referral & Advice Centre Manager
E.ON Energy
05.2018 - 03.2022
Commercial Product Manager
E.ON Energy
04.2017 - 05.2018
Carbon Savings Scheme Delivery Manager
E.ON Energy
11.2013 - 04.2017
Debt Collection Agency Account Manager
E.ON Energy
04.2010 - 11.2013
Credit Operations Field Manager
E.ON Energy
05.2009 - 04.2010
Debt Collection Agency Performance Analyst
E.ON Energy
12.2007 - 05.2009
B2B Specialist, Credit Operations
E.ON Energy
04.2006 - 12.2007
A-Level Equivalent Qualifications - English, Maths, Accounting, Afrikaans, Geography, History
Bryanston High School