Responsible for the development and execution of the Group connection centre strategy with responsibility for the landscape of connection centres and affiliated suppliers, ensuring maximised opportunity and efficiency. • Understanding Connection Centres and the development of agile customer journeys / experience.• Managing a diverse team across multiple locations from both a direct and an indirect perspective.• Consultative production of group connections reporting ensuring consistency & accuracy.• Delivering agreed targets across brands and business units.• Management of Avaya connection platform and changes in conjunction with IT and Divisions.• Definition of optimal performance models for key revenue streams – sales, after sales, added value products.

Responsible for the online presence of 60 dealers across 14 brands as well as our group database, Salesforce, and marketing reporting through Power BI.• Delivering the Jardine Website, e-commerce, SEO, advertising feeds, tracking, reporting and analytics. • Identifying platforms, tools, partners and commercial opportunities to support the business objective of selling cars parts and hours online. Online car purchases through end-to-end finance applications, parts and accessories through online stores and hours through booking widgets that integrated directly into the Dealer Management System (DMS).• Managing our Salesforce instance to provide a single view of the customer, from numerous lead management and DMS to underpin comms through Marketing Cloud and ensure GDPR compliance.• Using Power BI to translate lead, enquiry, cost, social media, ad quality and review data into accessible, robust and secure web-based reporting.• Training and managing a team of recent graduates to support the business’s digital needs.

• To develop and manage the marketing strategy & plans for the division that maximises all opportunities, whilst minimising ineffectual spend.• To lead the Divisional Connection Centre team, providing coaching and support to develop their roles & responsibilities.• To provide a senior point of contact with Volkswagen, Volkswagen Commercial Vehicles, Skoda, BMW, MINI and Jardine Motor group.• Ensure the group position on all marketing activities is adhered to and supported.• To develop relationships within the division and ensure that a single point of reference is maintained for the division.• Support the Divisional Directors with a structured and pro-active marketing service.• Manage processes for the handling of all inbound and outbound after sales calls to the Contact Centre to maintain customer service standards and support business targets.

• Developing and executing brand specific marketing strategies that complement the national activity and drive local performance.• Being the key point of contact from both and internal and external perspective for all marketing activities.• Understanding key divisional needs and requirements whilst providing a pro-active marketing service that drives the performance forward across all areas of the business – Sales, Service, Finance & Parts.• Understand, coach and inspire internal team members so they develop their knowledge and skills both from a marketing, connection centre automotive perspective.• Managing the sales funnel, providing Divisional Directors with clear insight in to both successes and opportunities.• Strategically developing key third party local partnerships that can complement the division and group position.• Development of defined event strategy and fulfilment that raises the profile of the division within the area of influence.• Liaison with the Manufacturer to ensure that all Marketing KPIs are achieved.• Financial management of Divisional budgets, to ensure correct coding and forecasting whilst minimising ineffectual spend.• Working closely with the Group support functions to ensure the group plan is delivered without compromising the divisional efforts. o Digital Marketing support based on strategy driven from the Head of Digital. o CRM activation through and identified group strategy. • Agency Management of group identified suppliers.• Liaison and interaction with other divisional marketing teams to ensure communication / adoption of best practice where applicable.• Custodian of the Division’s brand guidelines.

• Implement marketing plans for all Aston Martin locations.• Manage and implement group marketing initiatives for the High Luxury Sector brands – Aston Martin, Bentley, Ferrari, Lamborghini, McLaren, Maserati & Porsche.• Manage the CRM & Data Management Specialist and develop their roles & responsibilities.• Executing brand specific marketing strategies that complement the national activity and drive local performance.• Understanding divisional needs and requirements whilst providing a pro-active marketing service that drives the performance forward across all areas of the business – Sales, Service, Finance & Parts.• Understand, coach and inspire internal team members so they develop their knowledge and skills both from a marketing and automotive perspective.• Managing the sales funnel, providing individual businesses with clear insight in to both successes and opportunities.• Managing key third party local partnerships that can complement the division and group position.• Management of defined event strategy and fulfilment that raises the profile of the division within the area of influence.

Part of the digital marketing team supporting 74 dealerships across 23 brands.- Project managing the rollout of the DealerWeb lead management system to brands within the group.- Support the reporting and insight needs of key stakeholders across the business including marketing, sales and finance. - Managing the DealerWeb supplier ensuring support & development requirements are addressed efficiently.- Supporting all stakeholders through regular communications and the introduction of a steering group.- Reporting on project progress and managing project plans and risk.- Identifying business requirements for data feeds between our Dealer Management System, website and email suppliers.- Identifying and sharing best practice for advertising used cars on Jardine Motors and 3rd party websites.

Responsible for all Marketing activities for this expanding group of independent used car retailers.- Manage group’s social media presence including over 343,000 followers on Facebook, plus Instagram, Twitter, Snapchat and YouTube to generate sales enquiries.- Implement a new lead management system to provide reporting tools for the sales division and monitor marketing effectiveness.- Measure all marketing activities and test new marketing activities to find new edges in the industry- Build brand identity and reputation through consistent imagery, graphics and tone of voice.

Responsible for all group marketing activities for the manufacturer owned Retail division.Mercedes-Benz Retail Group is the UK’s largest, dedicated Mercedes-Benz dealer group with an annual turnover of £1.5bn. It accounts for a market share of 28%, selling c. 45,000 new and used cars from 26 locations across London, Birmingham & Manchester.- Strategic responsibility for multi-site, group marketing activities for both B2B and B2C channels.- Responsibility for a team of six Marketing Specialists and Executives and a £5.2m marketing budget.- Ensuring a consistent, customer centric offering supporting double-digit growth in ROI.- Devised pop-up shops in Westfield Stratford and Birmingham Bullring shopping centres attracting 45,831 visitors, generating 479 sales & service leads and merchandise sales of £19,205.- Ongoing reporting and analysis of marketing activities to identify opportunities and improve cost efficiencies.- Negotiating with agencies and suppliers to ensure value for money. - Management of four businesses and their respective Directors to ensure individual goals are achieved, whilst ensuring the group position is developed and maintained.- Project managed the implementation of new business systems and initiatives from business case, testing and implementation, to providing group wide reporting and a consistent customer experience.- Liaison with Mercedes-Benz UK to maintain standards and evolve the brand.

Managing the online presence for the 27 dealerships of Mercedes-Benz and smart Retail Group covering London, Birmingham and Manchester to support the sale of cars, parts and hours for cars and vans.- Developing an award winning social media strategy growing Likes and Followers by 241% year on year. - Understanding the changing requirements of the business and translating them into a market leading, dynamic and effective Group website, generating more than 1.7m visits annually. - Managing a £1m Pay Per Click budget generating over 90,000 visits monthly whilst consistently reducing cost per visit to under £1, a reduction of 13% over 12 months.- Designing and launching a new offers microsite to improve usability, SEO, “stickiness” and suit today’s browsing styles. With long pages, using anchor points to jump to different offers, the new site is ideal for tablet users attracting 22,000 unique visitors each month.- Managing 26 individual retailer websites, improving on-line representation through high quality content and SEO good practice.

Manager responsible for the marketing of the 9 retailers in the group.- Promoting 8 retailers in the group, generating over £8m in profit annually.- Directing divisional strategy as part of the senior management team. Holding regular meetings with site management to identify and share best practice.- Realigning the Mercedes-Benz Direct strategy with the Retail Group, implementing new business practices and rolling out a new brand.- Evaluated the market potential for a new dealership in East London. Compiling a business case for the opportunity, the impact on existing showrooms and the costs and launching the new site.- Directing the activities of call centre agents to ensure customers receive an appropriate experience with the right information and resolution.

Marketing Executive for smart (London, Birmingham & Manchester) and then for Mercedes-Benz and smart in East London.- Working with the management team at site and at head office to ensure buy-in for group marketing activities and that support site-specific needs.- Acting as a brand champion, ensuring that Mercedes-Benz Retail Group is a model of excellence.- Planning and executing vehicle launch and sale events to promote new models and increase sales.- Joint promotion with M&S, only the 3rd promotion undertaken with an outside company, supported by in-store displays, POS and PR.- Marketing smart on behalf of the retailers in London, Birmingham and Manchester, accounting for 5,000 sales annually and achieving GP at 149% of budget.- Partnership-marketing arrangements - gaining exposure and sales in return for the loan of vehicles in store or at events.- Ensuring compliance with company values, corporate standards and advertising guidelines at all times.

My role was to draw together the work of contractors, council departments and an outsourced call centre to provide a contact centre to manage the customer relationship for the district and handle 80% of all inbound council calls. - Worked with all council departments to ascertain their expectations and requirements and communicating them appropriately to the contact centre team.- Analysed and documented business processes, agreeing business rules, SLAs and hand-off procedures.- Managed all activities using Microsoft Project to identify the critical path and potential resource shortages. - Generated reports for senior management and council members identifying potential risks and issues.- Completed the transformation of the processes of the housing, revenues and environmental health departments from on the job knowledge to fully documented processes and systems for use by call centre agents.

Ensure channel needs are considered when designing all products, services & processes by representing the channel internally.- Influence & persuade distributors & their dealers to sell Orange by making it attractive to sell in preference to other networks- Plan, develop, manage & measure marketing programmes (£5m annually) to enable the development of distributor business plans, brand & product strategies & provide individual for the channel – 15 distributors supplying over 3000 dealers that as a channel are responsible for 35% of Orange UK sales- Manage, encourage & develop the Programmes ExecutiveProduce monthly reports on connections & activities for senior management- Launched a relationship programme to segment the dealer community in order to set levels of service & support appropriate to their contribution to the business- Managed all aspects of 1-day conference for 130 dealer delegates to introduce new marketing initiatives, with a budget of over £100,000- Advised & supported the creation of two secondary retail brands for our stake holding distributors rolling out to over 50 stores who achieve above average high-end connections- Created & implemented Orange point of sale equipment catalogue for distributors that increased the level of Orange brand merchandising in store- Oversaw the pitching & appointment of creative agencies, managing the pitch process & negotiating fees - Develop annual & tactical incentive programmes to increase awareness, connections & the sale of value added services, tailoring activities & rewards for both managers & staff with marketing funding, events, merchandise & bonuses- Evaluating the effect on sales & staff awareness statistically & with feedback surveys- Co-ordinated an incentive for a Distributor account with funding from Nokia, negotiating with all parties to meet the objectives of each - connections, handset sales & profit - achieving a 100% increase in Nokia sales & a 30% increase in Orange connections

The Mercedes-Benz Graduate Training Scheme consists of placements of between 1 and 6 months learning about the company and fulfilling projects. I worked in product allocation, accessories supply and marketing, sales monitoring and forecasting, service package pricing, financial business management systems and second hand sales at a retail outlet. In May 1998 I moved into the position of Product Executive for technical accessories including in-car entertainment, roof equipment, alarms and mobile phones.- Managed new product development with manufacturers in the UK and Europe to introduce new product lines, set prices, agree order quantities and monitor their sales performance.- Selected appropriate and attractive product ranges for each vehicle from those supplied by Daimler-Benz AG and those sourced locally, successfully launching accessory product ranges on time for each new model taking into consideration design, cost, margin, expected sales, presentation and promotion.- The primary source of information for accessory queries from the UK dealer network.- Managed design agencies to produce trade and customer facing brochures to explain and sell the accessory range, supporting annual sales of over £18m.- Presented the accessory range at the Motor Show generating sales leads for local dealers.