Mark W Taylor Email & Phone Number

Milton Keynes, Gb

- Business Change Workstream Leader - NADIN Programme- As the principle system, NADIN is the Volkswagen AG global standard system and business process landscape for new vehicle order management and distribution. - My team and I are implementing and delivering the systems landscape that will be driving force behind the order management and distribution of vehicles into and around the UK; the enabler of our future digital sales environment and vehicle connected services- i… Show more - Business Change Workstream Leader - NADIN Programme- As the principle system, NADIN is the Volkswagen AG global standard system and business process landscape for new vehicle order management and distribution. - My team and I are implementing and delivering the systems landscape that will be driving force behind the order management and distribution of vehicles into and around the UK; the enabler of our future digital sales environment and vehicle connected services- i am leading a team of Business Process Owners, subject experts and project managers to develop a full landscape of processes and integrations, influencing stakeholders across our organisation and driving business change for the future Show less

Working as part of a wider Strategic focus programme, I am focussed on preparing recommendations for a strategic partner to support Volkswagen Group UK objectives to carbon offset business activities.

Milton Keynes

A National role that:Delivers Operational Excellence in the franchised retail network, customer journey and SKODA UK Field Team – delivering improved and good practice policy, process and communication to drive performance and experience improvementsDelivers Lead Management - Initiates and directs the ongoing brand requirements for a dedicated Lead Management response system through our network partners. Working with the leadership team of a UK supplier, lead the vision for the… Show more A National role that:Delivers Operational Excellence in the franchised retail network, customer journey and SKODA UK Field Team – delivering improved and good practice policy, process and communication to drive performance and experience improvementsDelivers Lead Management - Initiates and directs the ongoing brand requirements for a dedicated Lead Management response system through our network partners. Working with the leadership team of a UK supplier, lead the vision for the development of the system (OEM side) to exceed brand requirements.Delivers reporting and insight – includes Target Setting; Network Relationship Management and Process improvement plus leading the delivery of the weekly sales forecasting process.Manages the Dealer Council meeting process. The role is pivotal and multi-stakeholder facing within the brand and with senior leaders of network partners. Show less

Internal strategic focus, sprint team project - business case development and UK board level recommendation. Lead representative for SKODA Brand

South And West Of England, Wales And Channel Islands

On behalf of Audi UK, responsible for managing the operational performance of 65+ Audi Centres (50% of the UK) from a Sales and Customer Satisfaction perspective.Led a team of Area Sales Managers and oversee individual Centre/Group level management, ensuring short, medium and long term plans and performance were aligned and integrated with the brand strategy.Key Skills:Effectively engaging and communicating with a diverse range of stakeholders within the Centres and the… Show more On behalf of Audi UK, responsible for managing the operational performance of 65+ Audi Centres (50% of the UK) from a Sales and Customer Satisfaction perspective.Led a team of Area Sales Managers and oversee individual Centre/Group level management, ensuring short, medium and long term plans and performance were aligned and integrated with the brand strategy.Key Skills:Effectively engaging and communicating with a diverse range of stakeholders within the Centres and the Brand - dealing with Senior Management and Board Level Stakeholders.Thorough understanding of core processes necessary to deliver customer and business performance excellence.High level of business financial awareness to provide valued input and insight at business operational and investor level Show less

North And Eastern England, Scotland And Northern Ireland

On behalf of Audi UK, responsible for managing the operational performance of 65+ Audi Centres (50% of the UK) from a Service, Parts, Accessories and Customer Quality perspective.Led a team of Area Service and Parts Managers and oversaw individual Centre/Group level management, ensuring short, medium and long term plans and performance are aligned and integrated with the brand strategy.Individually, and as part of a successful team, delivered record breaking growth year on year… Show more On behalf of Audi UK, responsible for managing the operational performance of 65+ Audi Centres (50% of the UK) from a Service, Parts, Accessories and Customer Quality perspective.Led a team of Area Service and Parts Managers and oversaw individual Centre/Group level management, ensuring short, medium and long term plans and performance are aligned and integrated with the brand strategy.Individually, and as part of a successful team, delivered record breaking growth year on year at a National, Regional and Area level: Parts, Hours, Accessories, Customer Sat. and Profitability. Key Skills:Effectively engaging and communicating with a diverse range of stakeholders within the Centres and the Brand, in a variety of business settings - dealing with Senior Management and Board Level Stakeholders.Thorough understanding of core processes necessary to deliver customer and business performance excellence.High level of business financial awareness to provide valued input and insight at business operational and investor levelExtra Curricular:Commercial Director - Milton Keynes RUFC Ltd - May 2010 - May 2013 Show less

Responsible for Aftersales Marketing and Planning, Parts and Service Development, Accessories and Merchandise and Customer Satisfaction for Volkswagen Commercial Vehicles UKCreate, develop and implement Aftersales campaigns and programmes for the Volkswagen Commercial Vehicles brand that will: - Increase Customer Loyalty - Improve Customer Satisfaction - Increase Parts Sold - Increase Retail Hours soldManage the Aftersales… Show more Responsible for Aftersales Marketing and Planning, Parts and Service Development, Accessories and Merchandise and Customer Satisfaction for Volkswagen Commercial Vehicles UKCreate, develop and implement Aftersales campaigns and programmes for the Volkswagen Commercial Vehicles brand that will: - Increase Customer Loyalty - Improve Customer Satisfaction - Increase Parts Sold - Increase Retail Hours soldManage the Aftersales Development and Aftersales Communications budgets and factory relationshipsLead and motivate the Aftersales Development team of 6 roles: - Service Development Manager- Parts Development and Planning Manager- Customer Satisfaction and Insight Manager- Accessories and Merchandise Development Manager- Aftersales Performance Manager- Intern Student (Volkswagen AG)Extra Curricular:Chairman - Volkswagen Group Employee Consultation ForumCommercial Director - Milton Keynes RUFC Ltd Show less

• Led a team of 6 Change Managers to successfully migrate 26 different Customer Services teams with 7 providers into 1 National Contact Centre (NCC) through 1 supplier.• Successfully introduced Customer Satisfaction measurement programme of services provided by NCC. • Operational responsibility for ensuring that NCC supplier delivered against agreed performance and service levels. Frequent interaction with Senior Management at supplier and within VWG to agree priorities and… Show more • Led a team of 6 Change Managers to successfully migrate 26 different Customer Services teams with 7 providers into 1 National Contact Centre (NCC) through 1 supplier.• Successfully introduced Customer Satisfaction measurement programme of services provided by NCC. • Operational responsibility for ensuring that NCC supplier delivered against agreed performance and service levels. Frequent interaction with Senior Management at supplier and within VWG to agree priorities and recommend activities to drive performance improvements• Led and motivated a team of operations managers and specialists to deliver continual service improvement, root cause analyses; good practice and consistent communication across the Group brands. Included recruitment, personal development, coaching and management of day to day HR issues (including full team restructure). Show less

• Responsible for 10 Volkswagen Retailers in South West of England. • Key focus areas included: - New and used vehicle sales and fleet sales - Parts and accessories performance- Customer Satisfaction Improvements - Service capacity and development and Quality certification- Training and development - Retailer profitability and market potential• Responsible for agreement and delivery of volume of vehicles (new and used) and service/parts volumes for area (and… Show more • Responsible for 10 Volkswagen Retailers in South West of England. • Key focus areas included: - New and used vehicle sales and fleet sales - Parts and accessories performance- Customer Satisfaction Improvements - Service capacity and development and Quality certification- Training and development - Retailer profitability and market potential• Responsible for agreement and delivery of volume of vehicles (new and used) and service/parts volumes for area (and for adjoining VWCV sites). Responsible for analyzing, measuring and monitoring performance across the area, developing and implementing appropriate actions where required for improvement• Recognised for strength of relationships and excellent engagement of Area and Regional retailers. Consistently achieved and exceeded sales and Aftersales targets. Show less