Experience

MGS - Marque Group Solutions

• United Kingdom
• Software Development
• 1 - 100 Employee

• Performance Manager

  • Mar 2022 - Present



THREE60 CRM

• United Kingdom
• IT Services and IT Consulting
• 1 - 100 Employee

• Business Development Consultant

  • Nov 2014 - Apr 2022

  Founded in 2001, we are a leading provider of Automotive CRM software, database management, direct marketing, training and consultancy. We remain at the forefront of technology and best practice, providing the latest solutions to meet the needs of our client's and their customers.Working closely with Dealers and OEMs, we provide a simple and sustainable approach to managing data and customer contact, covering both Sales and Aftersales. Delivering dedicated field based support to our clients ensures that our software is fully integrated as part of the team and that processes are continually reviewed and improved.We focus our clients on long-term retention and profitability by offering a tailored approach to meet their specific needs. As a result, our clients are loyal and enjoy a significant ROI.



Volkswagen Group UK Ltd

• United Kingdom
• Motor Vehicle Manufacturing
• 700 & Above Employee

• Customer Quality, Insight & Development Manager

  • Apr 2013 - Sep 2014

  Management of CSI programmes for Sales & Service. Implementation of Sales & Service mystery shopping programmes. Development of initiatives to improve customer satisfaction performance at dealer level. Policy leadership of Customer Service Centre.

• National Aftersales Support Manager

  • Jan 2009 - Mar 2013

  Responsible for the brand Customer Service Centre team and the implementation of the Customer Service and goodwill policy and management of the goodwill budget .Brand relationship management for Group warranty service delivery including labour rate modelling and audit escalation.Brand relationship management for delivery of technical support to the network.Liaison for branded Roadside Assistance provision.Maintain on-going relationship on behalf of the brand with the SMMT and Motor Codes.Development and maintenance of customer and service partner satisfaction programmes for implementation into the dealer network.

• Area Aftersales Manager

  • Jan 2004 - Dec 2008

  Supporting Dealer business (financial) development to achieve dealer and Brand Parts & Accessories sales targets.Coaching and dealer staff development ensuring training implementation and succession.Service operations best practice sharing and development for the dealers in my area.Customer Satisfaction improvement.Developing best practice and common ‘tools’ for team use.Ensuring dealers meet Brand Standards.

• Customer Technical Liaison Manager

  • Jan 2003 - Dec 2004

  Responsible for Technical Support function using out-source supplier including contract management.Technical literature provision to the network and the roll-out of electronic workshop manuals programme.Product quality monitoring (defect reporting) and developing product quality improvements in association with Group colleagues.Introduction of Recall campaigns and their management in the market.Management of the Brand Tools and Equipment standards and programme.Technical liaison and solution implementation for escalated customer issues with Customer Care.

• Customer Care Controller

  • Apr 2000 - Dec 2002

  A combination of ‘dealing with customer complaints’, dealer support and developing solutions to improve customer satisfaction ‘pro-actively’ at an operational level.A strong operational link with the Customer Care Call Centre, liaising daily on many issues to provide ‘the Brand’ view.‘Out of warranty’ Concessional claim review and settlementClaims and liaison with SEAT SA Customer Care.Support and liaison for the Area Technical Managers.On-board literature and the advance replacement car audio programme.Outgoing correspondence quality control and ‘sign-off’.Responsibility for Special Tools & Technical Literature in co-operation with Group Services colleagues.Analysis of Goodwill costs and developing strategies for improvement.



Francis Motor Group

• Service Manager

  • Jan 1999 - Nov 1999