An executive leader with 30 years+ experience in the automotive industry including 16 years in the IoT and security sectors, I am profiled as highly skilled in strategy development, operational planning and tactical execution. Success has been in start-up, scale-up and in turn-around scenario supported by global process change, all of which have resulted in step increases in commercial performance.

Examples of his top five most memorable projects include:

Seamless Transfer of Business Operations

Situation

The company inherited two outsourced Secure Operating Centres through acquisition, one in the South of England the other in the North of England. Each centre provided a different service to customers. There was an opportunity to integrate the provision of services into one centre.

Activity

Sourced Secure Operating Centre compliant real estate, implemented project & dedicated team, refurbished the premises to National Security Inspectorate Gold Standard for Alarm Receiving Centres & to ensure compliance to Thatcham CAT 6 CAT 5 standards,

Outcome

Relocated the entire business {two Secure Operating Centres and an operations centre in Cheshire to a dedicated Headquarters and Secure Operating Centre in Lancashire saving significant cost with the added benefit of returning full control of all customer interaction back in house.

 

ReBranding Cobra Automotive to Vodafone Automotive

Situation

n August 2014 Vodafone acquired Cobra Automotive bringing together two companies to create a leading connected car services provider.

Activity

Led the project team that had to define and implement the first interpretation by a Vodafone Automotive subsidiary

Outcome

Rebranded the entire company including buildings interior & exterior decoration, signage, all communications material e.g. point of sale, letterhead from Cobra to Vodafone Automotive completed in 8 weeks

 

RDS-TMC – Established new market & business model with OEM’s

Situation

ITIS Holdings plc (‘ITIS’) held the exclusive UK licence to supply real time traffic information using RDS TMC. Traffic Message Channel (TMC) is a technology for delivering traffic and travel information to motor vehicle drivers. It is digitally coded and carried via conventional FM radioTraffic Message Channel (TMC) is a technology for delivering traffic and travel information to motor vehicle drivers. It is digitally coded and carried via conventional FM radio broadcasts.

Activity

ITIS provides traffic data on RDS-TMC to major automotive companies. A value add commercial model was created which include the service as an integral the price of the car or navigation system.

Outcome

Established dominant market strategy by winning 17 major OEM contracts to provide RDS-TMC service. Successfully re-negotiated all contract renewals (BMW, Ford, Jaguar Land Rover, Pioneer, Porsche) to maintain dominant market position

 

Customer satisfaction – ICS INDEX & SERVICE MARK  

Situation

Led the company’s implementation of independent customer service standards. The Institute of Customer Service survey reflects the business focus by Cobra UK on customer satisfaction for CobraTrak and NavTrak customers The company needed to find an independent method of measuring and benchmarking its customer satisfaction versus competition at both at a company and service level.

Activity

The UK CSI index takes into account customer loyalty, a company’s ability to avoid causing customers problems in the first place, their success at handling a complaint and the overall outcome of any customer complaint.  The company committed to the ICS programme as it differentiates its service to its close rivals and ensures all employees work to a clear customer service strategy owned by the entire business.

Outcome

The company’s customer satisfaction performance leads other high profile brands in the car hire, breakdown and recovery and parcel delivery sector and achieved an industry leading score of 82.4 out of 100.

 

Delivering brand at the point of retail 

Situation

The CESO ‘central Europe sales operations (Hungary, Poland, Czech Republic & Greece) dealers were focussed on wholesaling NOT retailing.

Activity

Designed a Regional Brand @ Retail strategy that gained dealer commitment  to put a BM90 (business plan) and training with a formal follow up process.

Outcome

The strategy was implemented and achieved an overall increase in dealer satisfaction and profitability resulting in exceeding 22 of the 28 categories of the Dealer Attitude Survey. , increased market share in the region by 1.5% in 1999

Implemented ‘Breakthrough’ pricing and Brand Positioning for Ford Transit across the region and achieved an overall market share increase of 2.5% Jan 96 to April 99.  Won the largest single order in Ford Poland history – 800 units for the Polish Police