Mark Thomason Email and Phone Number

• Working across all elements of the business to deliver a successful go to market strategy, whilst making sure all elements of aftersales support are in place to meet the customer’s needs.• Defining and documenting a network strategy, including the creation of the importer, distributor, and authorised repairer contracts.• Managing the manufacturer registration process across Europe to enable the sale of vehicles in each market.

Reporting to the Director of Customer Support & ServicesResponsible for, • Transformation of the in-service support provided to UK & Export customers.• Definition and implementation of a strategy to deliver an increase in customer satisfaction and organisational efficiency.• Implementation of digital tools together with the required change management. • Working in collaboration with international teams to define long term strategic projects.Actions,• Defined and implemented a transformation plan to drive adoption of digital tools, deliver productivity improvement and employee engagement.• Established a new transformation team, using agile to implement key workstreams.• Coaching and leading other departments related to transformation techniques and digital tool strategy.Achievements, • Transformation plan proposed & agreed with Senior Management within 4 months.• Increased employee engagement by 55% through a new communication strategy.• Stage 1 of the digital tool plan implemented within 9 months.

Work with the CEO and other board members to define and implement transformation leading to market share growth & outstanding customer experience.Accountable for the after sales commercial performance (>£100M), customer experience, customer support operations, product quality and dealer network training.

Responsible for customer support, including, customer services, warranty operations, roadside assistance, and product improvement programs.Defined and implemented a new customer support strategy, including operational model and supplier, transforming the service levels, quality, and continuous improvement.Rated outstanding in my personal appraisal and promoted to board member as Director, Quality & Service

Note: PSA Groupe acquired General Motors Europe in 2017Reporting to the Group Global Senior Vice President of Customer Experience, defining and implementing a transformation strategy for customer support.Leading and developing a multicultural team located across the globe, responsible for the operational performance and transformation of the global customer support centres.Supplier performance management of the customer contact centres, 3 supplier partners, 1000+ agents located globally, supporting customers via voice, email, chat, social & self-help.

Leading a team of managers and process leads located in Germany and UK responsible for continuous improvement, processes, tools, training, knowledge management and projects.Delivered a saving of €9M in 2 years by a combination of business strategy, process efficiency and implementation of cost saving projects.

Leading the European Dealer Support Centre Organisation for the Opel & Vauxhall brands

Responsible for European After sales support whilst working closely with teams across Europe, North America and South Korea in order to support the Chevrolet Brand in Europe.

Manager Product Quality issues for General Motors Korea produced vehicles sold into Europe. Manage the warranty and provide technical assistance,

The everyday running of technical assistance to Chevrolet UK retailers.Technical support to Chevrolet UK dealers, support to customer care teams, technical field visits to customers and dealers.