Chris E Baker Email & Phone Number

Oxon Uk

Automotive After Sales Management Consultant

Asia Pacific Region, On-Territory

Conduct full Dealer Operating Standards Audits for Aston Martin Asia Pacific, on Contract Assignment for AML HQ. February to May 2017 - Audit x 21 Asia Pacific Aston Martin Franchised Dealers on-territory, to comprehensively assess, monitor and score their status against the latest iteration of AML Global Dealer Operating Standards.

Aston Martin Gaydon Uk And On Territory At X 23 Aston Martin Apac Dealers

Standing in for the vacant resident role of Regional After Sales Manager - APAC, I took on this role as temporary caretaker for a period of twelve months. During this period, I was able to bring stability to the market following an extended period of no in field support. This enabled mature, established and new Dealers to have a daily professional and reliable interface between the head office and their Dealerships. During the period, every Dealership was visited x 3 / 4 times for periods of two days or more, to facilitate cross functional learning, support Dealer and customer events and to develop the partnership and team relationships within the brand.

China

Working in conjunction with the Aston Martin China, Regional After Sales Manager, our task was to accelerate and kick-start After Sales Developments at x 10 new Solus Aston Martin dealerships spread across mainland China. This activity was successfully fulfilled culminating in a Pan China Dealers Conference x 17 Outlets at Guangzhou, immediately preceding the Guangzhou International Motor show in 2014.

Gaydon Hq - Warwickshire, Uk

Responsibilities:My principal responsibilities faced off to the global Aston Martin Dealer network through seven regions covering all After Sales activities. The global network comprised c150 Dealers, plus c100 Authorised Body Repair Centres.Within Global After Sales Operations, I had direct responsibility for the following activities: Dealer After Sales and Body Repairer Policy and Procedures, Special Tools, Equipment and Diagnostic Aids development, customer and Dealer facing Technical Publications and translations, Technical Dealer Support and Dealer interaction, Warranty and Recalls Management, Extended Warranty and records, Roadside Assistance Programmes, Customer Service and After Sales customer satisfaction liaison. This range of services was supported globally through seven distinct regions with regional After Sales Managers based in most markets: UK and SA/Europe/AMMENA/APAC/ANZ/China and The Americas, and encompassed the diverse requirements to support every Aston Martin vehicle in service. The live vehicle parc was c85, 000 vehicles globally.My initial role from 1994 was to achieve corporate objectives by recruiting a team of specialists and establishing the global After Sales Department in-line with projected growth and business ambitions. The department is an established and efficiently run area of the business. At it its peak during 2007, new car sales reached c8000/annum with the team reaching 30 heads. In 2013 supporting fewer new car sales of c 4000/annum, the team was scaled back to 25 heads. In support of the entire range of sports and saloon cars, I was responsible for developing the After Sales Department to deliver professional support and Best in Class Dealer Standards, whilst maintaining the highest possible levels of After Sales Dealer and customer support, synonymous with the iconic 100 year old marque.

Kidlington, Oxon, Uk

Formed as a joint venture to exploit Jaguar Cars Ltd motor racing successes - JaguarSport was set-up to market unique JaguarSport versions of base Jaguar cars to a select group of Jaguar Dealers and Importers, comprising c40 JaguarSport outlets worldwide.I was solely responsible for all after sales services, so my role entailed close liaison with Jaguar Cars Ltd, our select Dealer network, also direct customer interaction; providing bespoke services including: Dealer standards, special tools and equipment, diagnostic aids, technical publications, technical and dealer support, warranty, dealer training and consumer affairs liaison.These activities were undertaken throughout the life of the company culminating with the XJ220 Supercar project. In total c5500 JaguarSport vehicles were produced, plus c280 Jaguar XJ220's plus 50 XJR15 race cars, through until early 1994 when the company was re-engaged with Jaguar Cars Ltd.During my employment with JaguarSport, I was personally responsible for providing the full range of services listed above within a controlled budget; when necessary liaising with specialist external agencies and Jaguar Cars Limited.

Coventry Hq And Wilmslow Regional Office, Uk

Directly responsible for the day to day interface with 24 northern based Jaguar Cars Ltd franchised Dealers.Located from my home based office at Wilmslow, Cheshire as one of 6 Regional UK Sales Managers, my time was mostly spent travelling between Dealers and liaising with senior franchised Dealer personnel in support of corporate sales, marketing activities, events and Dealer profitability.Principally, new and pre-owned car sales penetration and the level of retained gross margin was foremost, although Dealer development, franchising, used car programmes, motor shows and promotional activities were other key responsibilities, as well as frequent Dealer conferences, seminars and customer events.During my employment within this role I regularly managed to achieve above target performance in terms of sales volumes and margin retention, and on two occasions became top performing region. At this time 19 of my 24 Dealers were elevated to solus Jaguar status, compared with 13 when my appointment commenced in 1986.

Outside 23 Wards, Tokyo, Japan

33 Japanese franchised Dealers and 6 Asia Pacific based Importers located at: - Taiwan, Korea, Hong Kong, Singapore, Malaysia and Brunei.With Jaguar's newly acquired independence, my role as Far East Service Manager focused on the development of Jaguar franchised Dealers both domestically in Japan also throughout the Asia Pacific region.During this period of terrific growth, I was solely responsible for all after sales activities ensuring that corporate standards were implemented in support of customer satisfaction and strategic growth objectives.This role involved extensive international travel and high level liaison with Dealer and Importer senior management, additionally report writing, objective setting and the implementation of corporate recommendations to successfully drive the brand forward.Typically my responsible markets were visited four times a year plus frequent return visits to the UK to attend and support international conferences, seminars and technical panels.Throughout my tenure in this position the Jaguar franchise continued to expand in-line with exceptional sales achievement resulting in the formation of Jaguar Japan KK in 1987.

Yokohama, Kanagawa, Japan

Matrix responsibility for all after sales company personnel based within the service and parts division of the import company (16 people).My former role as a Senior Training Instructor gave me an opportunity to visit Japan for one month. During this period following an extremely successful set of training courses, I was asked to join Leyland Japan KK, as their Resident Engineer, initially for a period of two years.Leyland Japan was set-up in 1978 as a joint venture between BL Cars Ltd and Mitsui Bussan. As one of only three expatriate staff I had principal responsibility for all technical service and Dealer development activities, including control of the Pre-Delivery Inspection Centre at Yokohama, Dealer training and national Dealer service standards.At the time 55 franchised Dealers were appointed throughout Japan and the products imported included: Rover, Triumph, MG, Jaguar and Mini.In addition to my core activities, I was involved with legislation and homologation also liaison with the Importers Association (JAIA).This was the first Anglo-Japanese automotive joint venture based in Japan and as such was a very high profile enterprise. The company later traded as Land Rover Japan KK was a highly successful and profitable export achiever for the UK.

Allesley, Coventry, Uk

Responsible for Dealer delegates throughout the duration of all training programmes - (8-12 persons per course).During my tenure as Senior Instructor I was responsible for the development and delivery of technical training courses for technicians representing franchised Dealers, internal field force representatives and specialist agencies. Throughout this period training courses were delivered both in-house and at many overseas venues around the world. The objective of the role was to impart technical and theoretical knowledge concerning all elements of automotive repair, maintenance and diagnosis, additionally, to focus on health and safety at work, product liability and the correct use of specialist tools, equipment and diagnostic aids, to facilitate reduced warranty and retail repair costs in service.

Canley, Coventry, Uk

Location:Experimental Developments DivisionPrincipal products: Mid range & luxury saloon and sports carsParent Group: Standard Triumph (Rover Triumph Ltd)Title: Experimental Automotive Technician

City & Guilds, Motor Vehicle Mechanics

City & Guiilds - Motor Vechicle Techician Mechanics, Motor Vehicle Technology, Full Tech Cert With Credit , Plus Tech Eng - Cei Diploma

Activities and Societies: Member - Antelope Motorcycle Club, Coventry Member - Holbrooks Boxing Club, Coventry Member and Captain - Broad.

Cse /O Level / A Level

Activities and Societies: Duke of Edinburgh's Award - Bronze Diploma - Rock Climbing & Outdoor Pursuits