Mark Mcdowell Email & Phone Number

Luton, England, United Kingdom

Bionic is a one-stop shop for business energy, phone, broadband, and more. The team at Bionic use cutting-edge technology and human expertise to compare deals from a panel of trusted UK suppliers. My role is to drive profitable sales through a Call Center of 160 Sales Agents and Operational team members. With full responsibility for the P&L, my key objectives are:Lead and develop a high-performing Outbound Sales team of 160 Agents, Team Leaders and Managers and cross functional… Show more Bionic is a one-stop shop for business energy, phone, broadband, and more. The team at Bionic use cutting-edge technology and human expertise to compare deals from a panel of trusted UK suppliers. My role is to drive profitable sales through a Call Center of 160 Sales Agents and Operational team members. With full responsibility for the P&L, my key objectives are:Lead and develop a high-performing Outbound Sales team of 160 Agents, Team Leaders and Managers and cross functional teamsOptimisation of Customer Journey through reviewing feedback and creating a continues improvement culture by development of people, coaching and technological advances (AWS & Salesforce)Drive sales standards and performance, while maintaining compliance with best sales practiceSet and achieve revenue targetsWork in partnership with group People and Culture team to hire and build effective recruitment/assessment and on-boarding strategies, ensuring the team is highly engaged, motivated, and focused on retention and talent growthDevelop and mentor the sales leadership team, create direction, and foster a high-performance culture for team of c160 and growing Continuously review and assess capabilities and build a team of talented, motivated sales expertsPrepare and present weekly and monthly comprehensive business performance reporting and board packsMonitor market trends and provide regular competitor analysisBe an inspirational leader, focused on achieving high sales standards and ways of working through the teamEnsure effective training and development frameworks and ongoing continuous development structures are in placeFoster positive internal and external stakeholder relationships and collaborate across the Bionic Group to achieve One Team goalsEnsure effective operating models are in place to maximise efficiency and productivity Show less

United Kingdom

Responsible for over 160 colleagues and the full Aftermarket Service & Sales P&L including B2B & D2C Contact Centres in the UK and the third-party Contact Centre in South Africa. Accountable for solution sales, including Extended Warranties via Domestic & General, Repair & Care Insurance products, Technical & Soft Skills Coaching and Training.Management of third-party supplier contracts and relationships Contact Centres, Service Providers and Extended Warranty providers.Key… Show more Responsible for over 160 colleagues and the full Aftermarket Service & Sales P&L including B2B & D2C Contact Centres in the UK and the third-party Contact Centre in South Africa. Accountable for solution sales, including Extended Warranties via Domestic & General, Repair & Care Insurance products, Technical & Soft Skills Coaching and Training.Management of third-party supplier contracts and relationships Contact Centres, Service Providers and Extended Warranty providers.Key Achievements: Implementation of SAP CRM & Logistics software to replace legacy systems, with ongoing continuous improvement principles.Delivering outstanding consumer service by optimizing strategies aligned with commercial and consumer objectives. Implementation of SAP CRM and Ai system, Growing NPS by over 30 points over a 24-month period, with class leading agent retention Ensuring exceptional customer experience through large-scale transformation changes for enhanced efficiency and effectiveness. YoY double digit sales growth, migration to D2C to drive higher margin and introduction of new services to drive additional revenues.Successful contract negotiations improving cost efficiencies and commercial returns. Show less

Uk

The Electrolux Group, including brand names such as AEG, Zanussi and obviously Electrolux, is a market leader in the sales and provider of ownership solutions for domestic major appliances. As part of the senior management/leadership team within this role with full P&L responsibility for the four commercial aspects of Major Domestic Appliances, Aftersales; Parts, Extended Warranty, Accessories and Consumables. In addition I am responsible for the management of the Customer Experience… Show more The Electrolux Group, including brand names such as AEG, Zanussi and obviously Electrolux, is a market leader in the sales and provider of ownership solutions for domestic major appliances. As part of the senior management/leadership team within this role with full P&L responsibility for the four commercial aspects of Major Domestic Appliances, Aftersales; Parts, Extended Warranty, Accessories and Consumables. In addition I am responsible for the management of the Customer Experience Change Management initiative to provide class leading consumer service by creating, launching and refining products and services. Show less

Reported directly to the Managing Director, focused on improving customer service to achieve/maintain a '5 Star' homebuilder status.Manage the Customer Care Contact Centre & Field teams to ensure that the department fully implements the Customer Care policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction.Using Continuous Improvement frameworks to ensure cost control procedures are followed for all… Show more Reported directly to the Managing Director, focused on improving customer service to achieve/maintain a '5 Star' homebuilder status.Manage the Customer Care Contact Centre & Field teams to ensure that the department fully implements the Customer Care policies and procedures and that all issues raised by the customer are dealt with professionally, quickly and to their complete satisfaction.Using Continuous Improvement frameworks to ensure cost control procedures are followed for all remedial works under-taken. Analyse trends and recommend enhancement to policies monthly to the Construction Director, and work with the Commercial & Technical Departments to reduce future post-occupation costs.Ensure that all post-occupation remedial work is completed to the required standards, within target timescales and in line with the requirements of the NHBC warranty, guidelines, and Technical Standards.Key Achievements:Maintained the 5 Star Homebuilder status.Reduced commercial remedial costs by 20% on previous year.Reduction of 2.4 days from complaint to resolution.Set up a Continuous improvement framework within the business to identify, improve and monitor business processes. Show less

Milton Keynes, United Kingdom

Developed and leadership of the Mercedes-Benz Consultancy team, offering chargeable services to improve customer satisfaction and retailer efficiency through tailored consultancy services through customer journey mapping and six sigma lean principles.Leadership of a team of 11 Business Consultants ensuring the appropriate skill levels are matched with the business review requirement for our clients, processes, and systems. Also, ensuring the right staffing skill sets to further drive… Show more Developed and leadership of the Mercedes-Benz Consultancy team, offering chargeable services to improve customer satisfaction and retailer efficiency through tailored consultancy services through customer journey mapping and six sigma lean principles.Leadership of a team of 11 Business Consultants ensuring the appropriate skill levels are matched with the business review requirement for our clients, processes, and systems. Also, ensuring the right staffing skill sets to further drive enhanced performance.Held full P&L responsibility, developed new product modules, and managed marketing and sales activities.Presentation of consultancy findings including transformational measures and highlighted financial impacts and opportunities to Senior management teams within the Mercedes-Benz Franchise networks and senior OEM leadership team.Proactively identified best practices from Europe and other industries to improve supply chain and inventory management for driving customer satisfaction.Supported the European CRM committee and provided market insights for future CRM strategies.Relationship development/management with the Mercedes-Benz Franchise networks to ensure a collaborative approach in driving improvements of the vehicle repair times.Key Achievements:Delivered measurable NPS improvements across the UK Passenger Car & Commercial Vehicle networks.Provided new innovations in process improvements linking sales, service & finance to drive retention.Moved Mercedes-Benz Cars from the bottom to number 3 in the JD Power ratings. Show less

This is a new role created and financed by Daimler AG; to create a department for revenue generation and process optimisation this included a Service Differentiation programme to enhance our offer to Mercedes-Benz customers. Securing multi million pounds funding from Daimler AG and the recruitment and management of a team to take the project from vision through to proof of concept. It involved the co-creation of a ground breaking customer proposition requiring the management of a number of… Show more This is a new role created and financed by Daimler AG; to create a department for revenue generation and process optimisation this included a Service Differentiation programme to enhance our offer to Mercedes-Benz customers. Securing multi million pounds funding from Daimler AG and the recruitment and management of a team to take the project from vision through to proof of concept. It involved the co-creation of a ground breaking customer proposition requiring the management of a number of external agencies and internal stakeholders. Show less

Milton Keynes, England, United Kingdom

Main role was to develop and expand Mercedes-Benz passenger car sales within some of the largest blue chip companies in the UK. Work with the retailer network to establish and develop relationships with the customer base. Promote, where appropriate, DaimlerChrysler services and packages. Identify solutions to fulfil customer needs, prepare and present customer proposals to director level. Develop and motivate the Corporate Sales departments within the retailers to increase local sales activation

Working within the Commercial Vehicle fleet sales department as Business Development Manager. Responsible for strategic development of major prospects and reporting on market trends. Also to identify and open dialogue with major prospects with no Mercedes-Benz product within their fleet. After a restructure within the department, I successfully secured the position of Key Account Manager. Responsibilities included establishing and developing relationships, identifying solutions to… Show more Working within the Commercial Vehicle fleet sales department as Business Development Manager. Responsible for strategic development of major prospects and reporting on market trends. Also to identify and open dialogue with major prospects with no Mercedes-Benz product within their fleet. After a restructure within the department, I successfully secured the position of Key Account Manager. Responsibilities included establishing and developing relationships, identifying solutions to customer needs, promoting and selling CharterWay and Mercedes-Benz Finance Operating Lease packages and working within agreed discount levels. Show less