Malcolm David Email & Phone Number

United Kingdom

Regional Aftermarket Sales Manager for the JCB Global Export Team, responsible for Nordics, Baltics and Turkey

Dubai, United Arab Emirates

Tasked with turning around the Customer Experience and improving the Net Promotor measure. Delivered by rolling our Service Core Process, changes to staffing, implementing structured roles and responsibilities, and owning the Customer Journey. Rolled out a complete communication strategy and as a result took the business from an average NPS score over the previous two years of 21, to a top quartile position with steady improvements and growth month on month.

Dubai, United Arab Emirates

Carlisle, England, United Kingdom

Dealer Development Manager for Mercedes-Benz Trucks UK, supporting the Dealer Network to Deliver Excellence consistently to all Aftersales Customers by sharing best practice, coaching and supporting management, introducing robust quality processes and standards to ensure best in class service levels.

Uk Or Middle East

Available for automotive consultancy in the UK and Middle East

Dubai

Market Management responsibility for a number of Mercedes Benz Cars Middle East Regions from an Aftersales perspective. With full responsibility for Parts Target achievement both mix and volumes, and general Aftersales responsibility for Service Quality, Technical, Training, Customer Satisfaction within the allocated regions.Job Role includes:1. General Distributor Steering and Target Agreements setting process using quantitative and qualitative measures.Negotiations of targets with the GD’s Regular/periodical check of the target fulfillment status of the GD’s in order tosteer and support them to reach the agreed year end targets.2. Monitoring and ReportingMonitor GD performance according to the defined KPI set, derive measures incase of underperformance and support in further improving the Service andParts business.3. Consultancy and Support:Organisation and Processes, Marketing ,CSI ,Customer complaintsOptimisation of the After-Sales Wholesale and Retail organisation regardingsystems, processes and personnel structure. Retail Consulting to implementretail specific issues.4. Regional MarketingSupport the GD with the implementation of the regional marketing activities.5. CSIConsult GD’s to analyse the CSI results and to derive respective improvementmeasures.Assure that customer complaints are handled and solved within the settimeline.6. Market Analysis and ExploitationSupport GD’s in executing market potential analysis and derive exploitationmeasures with the breakdown on business units and vehicle age segments inorder to further develop the service and parts business.Audits for standards and ensure compliance of the defined standards.Regular review of the Standards and further qualitative enhancement of the regional After-Sales Standards.Support ND in development and setting up new After-Sales facilities.7. Liaise with all other MBCME Teams to ensure a consistent collaborative approach.

Field Based

Responsible for a field based team of 10 Technical Quality Managers, Working for Volkswagen Group UK, in the Volkswagen Passenger Car Franchised Network delivering real and sustainable change in Aftersales Processes, Communication, Team Working and improving the Quality of the Customer Experience and First Time Fix Rates throughout the Franchised Network, resulting in an increased level of overall satisfaction. Responsible for the improvement of the Networks Performance against specific brand KPI’s, measured by either Commercial KPI’s or Customer Satisfaction (RTW & Overall Satisfaction). In addition I am personally responsible for delivering improvements in Scotland & Northern Ireland. To be successful in this role it is imperative to secure buy in from Directors and Senior Managers, and then drive the retailer Management to drive the processes and performance of the business, which is absolutely transparent and will drive trust from the customer ensuring continued business and increasing loyalty. In addition we are challenging the network with implementation of Digital Reception to provide a connected experience for the customer.In 2015 my team supported the network/brand to deliver:Highest Levels of Customer Satisfaction ever seen, and this has been sustained and improved throughout 2015Lowest Ever levels of Return To Workshop Nationally and again sustained and improved throughout 2015Bottom Performers in the network are now producing results at levels never previously seen and within the scope of the National Targets.

Central & Northern England, Scotland & Northern Ireland

Service Quality Coach for Volkswagen Commercial Vehicles, Completing Analysis of Business Performance across the C.V. Network, focusing on Customer Satisfaction & Loyalty, First time Fix, Efficiencies, Productivity & Profitability. Working with Management and Staff onsite to Implement Core Service Processes across the Van Centre network, improving Customer Satisfaction and Loyalty, Profitability and Rewards for the network. Have successfully worked with sites that were underperforming, and 12 months later they are exceeding target consistantly, reaping the rewards not only of Customer Loyalty but also Profitability and Brand Bonus's as well as receiving Manufacturer Awards.

Working across the UK and across the Industry including Renault, Nissan and Independant Fleet and Franchise dealers, providing specialist consultancy focused around performance, productivity, profitability and Customer Service in both Sales and Aftersales. Expert in Lean Service Techniques with the ability to bring a business forward or change the direction completely whilst securing staff buy in at all levels and achieving a sustainable result.

Regional Manager for the Sector Skills Council for the Automotive Industry. Secured new members, managed the area as a whole and hosted forum events, sat on the steering groups for a number of CoVE's (Centres of Vocational Excellence), and supported learning, development and the agreed standards across the region.

Responsible for Recruitment and Development acroos the VW Franchise Network in Northern England, Scotland and Northern Ireland. Ran Assessment Centres for staff at all levels UK Wide, and created development plans for all dealer staff across my area and ensured all staff were actively working towards acheivement of plans.

EVR purchased by Custom Fleet (largest Australian Leasing Co - subsequently sold to GE) and rebranded, introduction to the UK of a new IT Management System, learned the system and trained all my departments on a train the trainer basis. Continued to increase performance and profitability and was reporting to the MD with no other prospects apart from relocation to Australia and decided it was the right time for a career move.

Responsible for the Maintenance budgets relating to a Leased Fleet of 13,000 vehicles. Management of over 3500 suppliers. Managed Maintenance Control Team, Daily Rental Team, Relief Fleet Team and Accident Management. Consistantly reduced budget spend year on year whilst improving service levels and profitability

Managing a Team to achieve commercial targets whilst providing outstanding Customer Satisfaction.