Her key objective is to identify new opportunities with customers in Mondial’s existing markets of automotive, travel and insurance in order to help them maximise customer communication to drive profits.
Green joined Mondial in 2003 as BMW UK customer satisfaction programme account & operations manager to secure its first outbound telemarketing contract. She has been responsible for developing the BMW account from customer and prospect satisfaction monitoring to longer term customer lifecycle initiatives.
“Green’s expertise puts her in a strong position to lead the CRM team as they expand this area of the business” said Simon Cook, general manager, automotive, Mondial UK.
“In particular, her call centre experience is second to none, which makes her the ideal person to lead the strategic development of our CRM division. The team has already been highly successful in driving customer satisfaction and maximising prospect interest.”
Mondial has also appointed Peter Gluckstein in a CRM consultant role. Mondial said: “Gluckstein will play a key role in our CRM’s future success, bringing strong ideas and insight.”
Gluckstien said: “CRM hasn’t moved on, which is immensely frustrating and disappointing. From my own experiences, marketing activity remains mistimed and misdirected.
Businesses continue to fail in understanding the benefits of CRM, particularly manufacturers who are focused on the product over and above the customer. And because manufacturers don’t own the distribution chain, they lose sight of the importance of good customer service or are let down by franchised networks.
“I relish the opportunity to work in a position that means I can put customer service back at the top of the agenda for manufacturers.”