James Ostridge Email & Phone Number

Worcester, England, United Kingdom

Stockholm, Stockholm County, Sweden

I led the global commercial testing and development of circular service-based business models, including appliance subscriptions and refurbishment capability development, as well as global service products management and development (from October 2023). A major delivery was the scaling of a successful product as a service pilot in Sweden, which we launched as Electrolux AtEase, with approaching 4000 active subscribers as at November 2023.

Stockholm, Stockholm County, Sweden

I created the European Product-as-a-Service business area and team. Some of the major programmes delivered included the development and launch of a landlords and developers’ appliance-as-a-service offering that is live with the first customer in Sweden, refurbishment pilots with major international customers, and the design and delivery of an organisational effectiveness and team engagement programme for my division.

United Kingdom

I led the delivery of after sales service to all Mercedes-Benz Trucks customers in the UK through our franchise network and through direct customer relationships. I had full responsibility for after sales key performance indicators and business unit financial performance. During my tenure the functions I led were district management, parts sales performance, service delivery, customer satisfaction, planning and reporting, after sales marketing, non-technical training and service contracts/R&M,Through the implementation of a new strategy and leading work to redesign the service journey, customer pay parts purchases increased by 26% from 2017 to 2019, meaning that overall I was responsible for annual Parts Sales of c.£170 mio via our Dealer network.

Milton Keynes, England, United Kingdom

My role was the senior leader of the customer contact and operations centre that grew to 155-seats during my tenure, supported by a number of outsourced partners. We had multi-channel touch-points across the customer journey, from consideration and purchase support, through in-life, to end-of-contract and retention. Work I led during this time was short-listed as one of the Best Improvement Initiatives at the European Customer Contact Centre Awards 2016.

Milton Keynes, England, United Kingdom

I was the senior leader of the UK inbound customer contact and operations teams with focus on in-life service provision and end-of-contract support. 45-seats additionally supported by outsourced suppliers for vehicle inspection, logistics and credit & recoveries management. Successes included the leading of a cross-business end-of-contract strategic change programme resulting in introduction of additional end-of-contract channel with 45% improved customer satisfaction and 25% reduction in costs.

Milton Keynes, England, United Kingdom

I had end-to-end ownership of all Service Contracts product offerings including development, launch and promotion. I had full responsibility for pricing, content and positioning based on insight of customer and market needs as well as full financial responsibility. I led the development and successful implementation of a new strategy resulting in the quadrupling of annual sales in three years and consistently above target financial performance.

Beng Hons, Manufacturing Engineering & Management, First Class

Master Of Business Administration (Mba), Business Ethics, Corporate Compliance And Governance, Excellent

Mba Thesis, Typologies Of Engagement And Alignment In The Initiation Of Inter-Organisational Change Programmes, Excellent

Certified Corporate Social Responsibility Practitioner