Aston Martin Lagonda LtdHead of Aftersales Operations
Jan. 1997 - Jan. 2003Head of Global Customer care, Warranty, Technical publications, Technical support, Parts operations, Heritage operations and Aftersales dealer training Key Responsibilities : All aspects of business management incorporating Customer Care, Warranty, Sales, Marketing, Warehousing and Logistics, Procurement, Merchandising and Licensing, and HR Responsible for leadership, engagement, direction of Global operational team consisting of 50 personnel. Responsible for development and implementation of Global Aftersales strategic plan Evolution of Aftersales into best in class customer care, technical support and distribution operation, including all systems upgrades and warehouse systems automation (including transactional retail and wholesale websites) Achievements:
Managed a Global team of 50 with 5 direct reports
Improved sales turnover from £2.5 million to £25 million within 5 years
Enhanced profitability by 800% Designed global warehousing strategy resulting in commissioning of UK distribution centre with US and Singapore warehousing hubs
Designed and implemented online warranty, online dealer technical support and online service support systems
Designed and implemented online customer concern tracking system
Implemented 5 region Global customer support organisation
Successfully launched Aston Martin branded logistics solution to 4 other premium automotive manufacturers
Designed, project managed and implemented fully bar-coded warehouse management system, productivity improved by 70%
Incorporated fully visible web enabled global parts ordering systems, vendor managed inventory and fully transparent returns systems
Restructured Global parts pricing model Full implementation of six sigma, generating in excess of £3m in cost savings
Launched 'Heritage' operations to support non current models and successfully targeted grey market competition