Mark Kitson Email and Phone Number

Leading the definition of the Aftersales Transformational Roadmap

Leading the Digital Customer Experience (DCX) transformation strategy and execution. Establishing the change story, the operation change management activity including field team and distribution partner training, onboarding and adoption of new digital products and services with a goal of realising customer and distribution partner success.Migration of training / market deployment methodology from Waterfall to SAFe Agile. Accelerated implementation of blended learning methods to support CRM deployment to EME dealers in 2020Definition of EPIC framework to enhance transformation strategy by increasing focus on needs analysis and design thinking , Retail Solutions, Smart Opportunities, Service Loyalty, Customer Lifetime Journey.

Definition of the wholegoods transformation blueprint, creation of product strategy and requirements definition of wholegoods digital transformational enablers, including CRM, Master Data, Product Sales Configurators/ Quote Solutions and Customer Success Platforms.Stakeholder management to secure solution and target state definition within the multi-brand environment. Definition of business case and implementation of business transformation organisation

Establishment and ownership of the network transformation strategy including guiding principles, introduction of annual dealer performance review to support strategy definition and tracking to plan.Creation of annual market strategies framework to enable multi-brand review of market activity, supporting the channel separation and exclusivity goal executionScaling of Customer Feedback programme (NPS) from 5 initial market to 15 achieving +35% response rate and valuable customer insights to drive network development activityImplementation of dealer master data process and management utilising Salesforce platform.

Definition and development of distribution standards through the implementation of dealer standards and contract management framework within the subsidiary’s and distributor led markets.Management and development of the AGCO Academy. AGCO's learning management system for dealer learning and development management. Development of dealer skills learning through the launch of a Dealer Leadership Development Programme (DLDP)Development and launch of AGCO Customer Feedback Programme (NPS) within the region

Commercial lead for wholegoods harvest business, defining and running the tactical marketing plan to achieve customer lead generation objectives, implementation of sales funnel management for multi-year selling process using salesforce CRM platform.Management of annual demo event calendar and customer factory visit programme

Commerical responsibility for UK and Eire aftersales business.Defining commercial business plan and programmes to achieve commercial objectives and trade programme penetration.Establish electronic dealer integration strategy for parts, and launching the selling service strategy with a focus on service absorption and penetration at the first AGCO pure aftersales event "Raising the Bar" 2008.

Definition of attachments product portfolio, management of product communication and training. Including the introduction of completely new rock breaker attachment portfolio.Commercial sales responsibility for UK and EIRE attachments business

Developing parts and attachments penetration into key National Accounts and growing aftermarket performance of construction distribution partners with by focusing on retail service and parts activity.Establishment of commercial agreements including wholegoods, parts and attachments with National Account Partners. Management of commercial business plans against service and parts objectives.

Responsible for the UK Agricultural Aftermarket Business, delivering multi-franchised customer requirements. Achieving growth in service promotion and penetration, establishment of instore parts retail programmes and campaigns. Leading the introduction of JCB agricultural attachments portfolio. Implementation of dealer aftersales development programme with a focus on overhead absorption and commercial parts and service processes.

Lecturer in vehicle systems, Computer Aided Design, Instrumentation & Control Systems, Computer Software. Development of learning and course content for higher education learning and development and Diploma and Degree level

Technical service product support to UK and Export territories, Repair programme definition and coordination. Warranty analysis and prioritisation, Definition of extended warranty & service maintenance requirements.