Responsible for all CRM activity within Porsche Cars Great Britain. Management of SAP CRM platform on a technical and operational basis. Owner of Customer Journey definition and deployment for National communications. Business lead relating to all customer and prospect insight and analytics. Data Protection business lead and responsible for all compliance in this space including GDPR business transition lead.

Responsible for driving customer satisfaction improvements, service retention and dealer profitability across the Region – Australia, Korea, Japan and the AP Importer Office. Tailor and deliver the Global Customer Service vision within Region. A focus on delivering best in class Customer Service through the market NSC & Importer teams.

Responsible for the management of all Global customer service communication for Jaguar Land Rover including all creative assets via multiple channels. Management of significant value agency marketing contract. Delivery of Aftersales CRM programmes through 3rd party vendor predictive marketing programmes. Business input owner for SAP CRM module development and deployment. Owner of centrally developed & managed JLR Service Plans. Responsible for global roll out of menu pricing and eVHC systems. Delivery of central online service history programme globally. Part of strategic Connected Car telematics team. Responsible for developing classic parts programme for both brands.

Responsible for developing & delivering JLR global customer retention strategy for aftersales. Includes delivery of core customer programmes and support of all new vehicle launches from aftersales perspective including servicing, accessories, warranty etc... responsible for creation of all JLR global aftersales marketing assets.

Responsible for full end to end Managment of classic parts programme on behalf of Jaguar and Land Rover worth circa £15 million per annum. Owner of parts proposition development, new parts introduction, range maintenance and development ,technical support, customer service team and all marketing and events activity. Responsible for 40% growth in parts turnover. Launched Land Rover Classic Parts globally. Delivered successful events programme including NEC, Techno Classica Essen and Old-timer GP. Key business interface with core suppliers and competitors such as SNG Barrats, Martin Robey, David Manners, Britpart, Bearmach and Allmakes 4x4.