Louise Wanless Email & Phone Number

As Head of Customer Experience, I have led a cross-functional, multi-brand task force to develop and implement a comprehensive customer experience strategy resulting in a 7.3 percentage point increase in Net Promoter Score (NPS) over 24 months. I designed innovative programmes to improve customer satisfaction and streamline regional processes by leveraging customer feedback, research, and competitive insights. I spearheaded the digitalization of key customer journeys, which enhanced the overall customer experience and improved operational efficiency. Additionally, I played a pivotal role in shaping the region's customer experience vision and strategy, driving customer loyalty through targeted, data-driven initiatives.

Dubai

As General Manager of Training, I led the transformation of GM's training operations, transitioning from traditional to digital learning. This initiative reduced travel and manpower costs by 50% and 20%, respectively, while achieving record-high learner satisfaction scores. I addressed team performance challenges by introducing a performance-based pay structure and a reward and recognition program, significantly improving employee engagement and reaching a record 96% in 2022. I also championed the upskilling of over 40 training staff across two regions, facilitating the delivery of world-class training programs to over 4,500 GM dealer staff. Under my leadership, the GM Middle East Training won 2 global awards, ‘Best Advance in Learning Strategy’ and ‘Best Use of a Blended Learning Program’ at the Brandon Hall Awards 2022.

Dubai, United Arab Emirates

As a Global Talent & Development Consultant, I co-developed a regional HR business partner assessment tool, which enhanced capability evaluations and supported individual development plans across GM International. My work on the first-ever virtual Women's Leadership Development Program was crucial in advancing gender diversity across GM International. I collaborated closely with HR teams to align global talent management practices, ensuring a strong talent pipeline and improved regional performance.

Dubai, United Arab Emirates

As Acting HR Director, I led a successful restructuring initiative that streamlined operations and improved voluntary attrition, enhancing overall efficiency. I developed an employee engagement plan that increased morale and productivity across the organization. My work in compensation planning ensured competitive pay structures, improving retention and employee satisfaction. I also oversaw talent acquisition and performance management processes, aligning employee objectives with business goals to drive organizational success. Additionally, I played a key role in achieving key HR and Admin KPIs, contributing to significant improvements in operational performance.

Dubai U.A.E.

In this role, I spearheaded the "Workplace of Choice" initiative, significantly improving employee engagement through leadership development, health and wellbeing programs, and a focus on professional growth. I led a business optimization initiative that reduced costs, streamlined operations, and maximized workforce efficiency. My role in developing a behavioral matrix allowed leaders to assess talent more effectively, improving organizational performance. I also supported the development of GM Vietnam's training strategy, enhancing leadership capabilities and overall performance.

Dubai U.A.E.

As GM Difference Field Manager, I developed and implemented operational standards that were recognized globally as best practice, leading to improved customer satisfaction and dealership efficiency. I led quality audits across 17 GM dealers in the Middle East, identifying areas for improvement and implementing sustainable changes. My work extended to South Africa and Egypt, where I supported the successful implementation of operational standards. I also led change management initiatives within the dealer network, ensuring ongoing improvements through mentoring and coaching, while driving performance enhancements in dealership operations.

Dubai U.A.E.

Responsible for developing a systematic training programme for BMW Middle East’s Aftersales department. Involved in creating processes and procedures to streamline and improve the existing local training function. Major tasks included quality control, process development & implementation, training needs analysis, scheduling, logistics and evaluation.Special Achievements•Responsible for the successful implementation of an online training management system which allowed BMW importers flexibility in managing their staff records, as well as tracking their internal & external training and resources.