Mark Bigge Email & Phone Number

Toronto, Ontario, Canada

Lean Centre of Excellence

Canada

We help small and medium enterprises achieve extraordinary growth by providing top-class strategy-centered advisory services. Strengthening governance, effective strategic planning and business improvement advice tailored to help SME's grow.

SaaS start up focussed on innovating the service operations of motor dealerships. I was responsible for heading up the Customer Success and Analytics functions.

Mississauga, Ontario

Head of the NCI Corporate Strategy and Planning group. Responsibilities for coordinating Nissan Canada’s Corporate Strategy, developing and analyzing strategic growth initiatives, overseeing the annual mid-term strategic planning process, establishing longer term business objectives, assisting and expanding capacity and optimizing profit contribution from existing business units and channels as well as exploring new opportunities.Leadership of the Market Intelligence function which is accountable for the identification of product positioning, Brand strategy, advertising and loyalty improvement strategies across eighteen (18) model lineup in five (5) unique sales regions across Canada.Leadership of the Customer Retention Management (CRM) function which is accountable for development of strategies to manage and analyze customer interactions throughout the customer lifecycle, with the goal of improving business relationships with customers and driving improvement in retention.Responsible for directing the activities of the Customer Service, Telemarketing/Lead Generation and Appointment Setting Departments for NCI. Duties include; meeting/exceeding sales goals, ensuring customer care delivery metrics, staff recruiting, new-hire/refresher training, performance reviews, payroll, budget and monitoring the line management.Key Achievements:• MC-NA Chairman award for Launching Nissan Canada Inc. into top Tier status• Nissan Global award for the best TV advert • Improved customer loyalty by 31% YOY in 2015• Developed and received approval of a business case for a introduction of Canadian specific new model to address a gap in the Canadian market• Improved advertising performance to achieve consistent in market performance at above normative levels (introduction of an advertising validation process including qualitative and quantitative testing)• Improved Call Centre performance by 45%

Head of the NSA Corporate Strategy and Planning group. Responsibilities for coordinating Nissan South Africa’s Corporate Strategy, developing and analyzing strategic growth initiatives, overseeing the annual long range strategic planning process, establishing longer term business objectives, assisting and expanding capacity and optimizing profit contribution from existing business units and channels as well as exploring new opportunities.Leadership of the Strategic Program Management office (SPMO) function which is accountable for the implementation of strategic breakthrough initiatives identified during the annual Mid-Term planning cycle.Leadership of the Overseas Program Directors (OPD) function which is accountable for product profitability, program management of new product introduction and optimization of product profitability throughout the product lifecycle.Leadership of the Product Economic Control (PEC) function which is accountable for product costing and management of cost variances versus business plan and new model introduction. Key Achievements: • Developed a successful bid for a new platform to be built in SA to assure long term sustainability of our manufacturing operations.• Introduction of the Nissan Europe Inbound and Outbound logistics business processes and systems with financial process integration into SAP FI/CO. • Lead the General and Admin cost reduction of <30% to support the economic slowdown.

Pretoria Area, South Africa

Pretoria Area, South Africa