Mark McDowell

Experience

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  British Car Auctions

  Jan 1989 - Jan 1993

  National Accounts Manager
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  BCA Europe

  Jan 1990 - Jan 1995

  National Account Manager
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  NATIONAL CAR AUCTIONS LIMITED

  Jan 1992 - Jan 1994

  Key Account Manager
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  Mercedes-Benz UK

  Jun 1998 - Nov 2016

  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 external agencies and internal stakeholders. Show less 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

  • Head of Sales & After Sales Consultancy

    Nov 2010 - Nov 2016

  • Head of Aftersales Customer Experience

    Jun 2007 - Nov 2016

  • Product Development Manager

    Jan 1996 - Jan 2010

  • Aftersales Sales & Marketing Manager Chrysler/Jeep/Dodge

    Apr 2004 - Jun 2007

  • Corporate Fleet Sales Manager

    Feb 2000 - Apr 2004

  • Business Development/Key Account Manager

    Jun 1998 - Feb 2000
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  Mercedes-Benz AG

  Jan 2004 - Jan 2007

  Sales and Marketing Manager
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  Barratt Developments plc

  Nov 2016 - Nov 2017

  Head of Customer Care

  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

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  Electrolux

  Dec 2017 - Aug 2024

  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 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

  • Commercial Director of Aftermarket Sales and Services

    Dec 2017 - Aug 2024

  • Head of Ownership Solutions UK & Ireland

    Dec 2017 - Jan 2020
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  Bionic

  Aug 2024 - now

  General Manager

  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 Centre of 180 Sales Agents and Operational teams members. With full responsibility for the P&L, my key objectives are:Developing and driving a high performance cultureBe a champion of Customer ExperienceDrive transformations through People Development, Technological and Process Improvements Internal & External Stakeholder Management from peers to Executive Board and InvestorsAs Genral Manager I am also responsible for the 350 Contact Centre Capacity housing other internal functions Show less