Marcus Long Email & Phone Number

London, GB

London, GB

• IIOA’s first Chief Executive, with objectives to:
• Stimulate increased demand for assurance services
• Preserve the credibility of assurance including certification
• Protect the core business of IIOA membersIIOA’s mission is to promote the value of high quality assurance services to ensure cost effective, high quality delivery of benefits to all clients and their customers and.
• To create a strong, credible representative network that… Show more IIOA’s first Chief Executive, with objectives to:
• To create a strong, credible representative network that genuinely represents the assurance industry.

BSI/HS 2 is developing a suicide prevention standard - Suicide in the workplace. Prevention, intervention and support for people affected by suicide. GuideFrom my professional experience in the standards development and assurance sectors and personal experience through my son Adam's suicide, I am contributing to this standard aimed at giving organisations.

Director representing the certification body association members of IAF. Responsibilities include representing these groups on the IAF Executive Committee and Board, chairing the IAF's Conformity Assessment Bodies Advisory Committee and being on the IAF/ILAC Joint Executive CommitteeThis IAF activity adds to current roles as Deputy Chair of the IAF's.

• Government Engagement
• Championed profile-raising of BSI relationship with Government, extending the scope of knowledge about BSI in key decision circles. Tools used include: establishment of BSI seminars in departments, events held at House.
• Instigated extensive contact with Ministers, Shadow Ministers, MPs and Lords. This includes one-to-one… Show more Government Engagement
• Instigated extensive contact with Ministers, Shadow Ministers, MPs and Lords. This includes one-to-one meetings, use and involvement of politicians at BSI events pushing BSI and standards into greater Government use.
• Created range of marketing tools for public sector engagement, including publications, website and e-communication.
• Results of engagement include Government endorsement of BSI; new revenue streams developed, for example with Department of Health; invitations to key events for BSI, e.g. giving evidence at House of Lords Select.

• Member of executive management team delivering customer service to all Network Rail’s property customers, including 600 million customers each year at the UK’s 17 busiest stations. Key achievement was changing.
• Introduced customer service improvement and culture change programme, including extensive new training programme, auditable system of customer service targets, comprehensive internal… Show more Member of executive.
• Introduced customer service improvement and culture change programme, including extensive new training programme, auditable system of customer service targets, comprehensive internal communication and staff recognition.
• Developed annual quantitative customer satisfaction survey and Mystery Shopping programme raising the focus on service quality levels.
• Delivered key research-based action planning & delivery system, resulting in raised customer service levels, year-on-year across all 17 stations and 600+ staff.Marketing/Communications
• Spearheaded strategic development and delivery of communications to consumers and Business to Business customers using variety of marketing channels and materials, instilling greater commercial focus in all.

• Delivery of all customer needs as Account Manager for two of UK’s largest new network operators, managing 60% of Opt-Tel’s £25m turnover.
• Negotiated new five-year supply and FM contract with major UK network operator ensuring long term revenue guarantee and funded product portfolio growth programme.

• New role managing all customer care and after sales support for BT’s telephone, fax and answering machine product range.
• Doubled usage, dramatically improved response rate and re-focused Product Helpline Call Centre to raise customer care levels and cut warranty costs, saving £2m+ per annum on product return costs.
• Achieved £4m cost savings through introducing remanufacturing process, increased profitability through recycling 200,000 units, decreasing warranty returns to BT shops by… Show more New role managing all customer care.
• Achieved £4m cost savings through introducing remanufacturing process, increased profitability through recycling 200,000 units, decreasing warranty returns to BT shops by 50%, adding 5% to margin and raising customer.

• Purchasing £60m annual sales of main M&S clothing group and introduced new customer care programme in retail outlets.
• Purchasing baby wear and printed blouse ranges with constant market evaluation, management of the supply chain and team of merchandisers and selectors and close co-operation with stores.
• Established programme of in-store customer care, including new facilities such as new signage, toilets and baby-changing.

Delivered £50m sales as buyer of electronic products for a variety of mail order outlets including Next Directory and Grattan mail order catalogue.

Started on the graduate scheme, moving into buying of glass and electronics.

Mba

Bsc, Economics