Centre People


Director

Moira Clark is Professor of Strategic Marketing at Henley Business School as well as Founder and Director of The Henley Centre for Customer Management. She also serves as a consultant to a number of leading UK and European companies.

Moira is a leading expert in the area of Strategic Customer Management:

  • Her main area of research and consulting is in Customer Management, Customer Experience, Customer Retention and Internal Marketing. She has worked extensively in the area of culture and climate, its impact on retention and loyalty and the critical linkages between employee behaviour and customer retention.
  • She has published widely on the subjects of Customer Management, Relationship Marketing, customer experience and service excellence. Publications include for example, the Academy of Marketing Science, International Journal of Management Reviews and the Journal of Relationship Marketing. She is also co-author of ‘Relationship Marketing for Competitive Advantage, Winning and Keeping Customers and Relationship Marketing: Strategy and Implementation’. Her book ‘Business Success through Service Excellence’ examines the crucial factors needed to achieve and maintain service excellence.
  • Moira is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Moira joined Henley from Cranfield School of Management in 2005. Prior to her academic career, Moira was an international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, consumer and industrial goods manufacturers. She has also worked as a marketing director for an international health food manufacturer and as a marketing manager for the toiletries subsidiary of Dunhill International.

Assistant Director

Tony Harrington is Assistant Director for the Henley Centre for Customer Management.

Tony has 30 years experience in the IT industry and spent some 15 years specialising in Sales and Marketing to the Financial Services Industry. In 2001, he left Unisys Ltd where he was Financial Services Sector Marketing Director for the UK and Continental Europe and founded 4Fold Marketing Services Ltd to provide business-to-business marketing services to his clients. These range from event management to marketing plan development and facilitated client discovery workshops, all with a strong customer focus.

He has worked as Assistant Director for the Henley Centre for Customer Management since it started operations in 2006. He has previously worked with Professor Moira Clark as a visiting fellow at the Cranfield CRM Research Forum and was also involved with the Sunday Times Customer Experience Awards programme as a judge.

A graduate of Imperial College, he is married with three children, a cat and a dog.

Client Relationship Executive

Daniel Bateman is the Client Relationship Executive for the Henley Centre for Customer Management.

In his role for HCCM, Daniel is the main contact point for member enquiries and is the event organiser for the various workshops, events and annual conference that take place throughout the course of the year.

Daniel joins HCCM with over 8 years’ experience working within the retail and production industries, working with new and small businesses to develop and initiate best-practice approaches to customer experience delivery and streamlining business administration.

Research Director

Dr Andrew Myers has over 30 years’ experience as a management researcher, gaining his skills as an academic, and then working as a research consultant on projects for over 70 organisations in both private and public sectors. His main areas of interest include market research, measuring customer satisfaction, new product development, and customer management.

As Research Director, Andrew is responsible for coordinating and managing research projects throughout the programme, the outcomes of which lead to white papers that are shared with members, and academic publications.


Researchers


Dr Susan Rose is Professor of Consumer Behaviour in the Marketing and Reputation School and is the Director of Teaching & Learning for Henley Business School. Her role is to ensure the quality of the student learning experience and assurance of learning within the business school. Susan has held a number of senior positions within Henley including previously Head of Henley Business School at the University of Reading Malaysia where she was responsible for the development, delivery and promotion of Henley’s programmes in Malaysia and South East Asia. She has extensive experience of educational programs within an international context and her teaching spans undergraduate, pre- and post- experience MSc programs and the MBA. Susan is active in supervising students on Henley’s MBA, MSc, PhD and DBA programs and also teaches research methods modules at postgraduate level. Her specialist areas of teaching include strategic marketing, consumer behaviour and brand management.

Susan has extensive business experience within the fields of consumer behaviour, marketing and brand management, communications and marketing research across a wide range of industry sectors. She has taught many of Henley’s corporate clients including ING Bank, Deloitte, Deutsche Telekom, Microsoft, the British Council and 3M. Susan is research active in a number of areas of consumer behaviour particularly in relation to the Internet. She is a research associate within the Henley Centre for Customer Management currently undertaking research in the areas of online customer experience, online shopping, compulsive shopping behaviour and customer-brand relationships.

Dr Alessandro Inversini is an Associate Professor of Marketing in the Marketing and Reputation School. He is expert in marketing communication, digital communication and digital marketing with extensive academic and industry experience. Alessandro holds a PhD in Communication Science from the Università della Svizzera italiana (2010), and a Master in Communication Sciences and Communication Technologies in 2004.

Alessandro joined Henley Business School from Bournemouth University. Before that, he worked in executive positions both at academic and industry level. His research has received financial support by several bodies including Swiss National Science Foundation, European Commission, Bournemouth University, public organisations and private companies.

Dr Cristiana Raquel Lages is an Associate Professor in the Marketing and Reputation Department of Henley Business School at the University of Reading and Scholar of the Advanced Institute of Management (U.K.). Previously, Cristiana was a Senior Lecturer in the faculty of Loughborough University School of Business and Economics and a Lecturer at Leeds University Business School. Cristiana has held visiting positions at National University of Singapore, Boston College, University of Cambridge, Nottingham University Business School China, and Hanken School of Economics. She holds a PhD in Marketing from the University of Warwick (UK).

Cristiana has established links and engaged with industry over time, namely through the Henley Centre for Customer Management. She has engaged with NHS Blood and Transplant (at John Radcliffe Hospital, Oxford), Lloyds Banking Group and British Airways. Currently, she is part of a team working with Resolver.

Dr Anne Dibley is Programme Director for the Flexible, Executive MBA programme (Degree Apprenticeship), and is an Associate Professor in Marketing at Henley Business School.

After graduating in Modern Languages from Cambridge in 1987, Anne gained several years' experience working in the field of international marketing and branding. She was International Brand Manager for Conqueror Business Stationery, and then Project Director at The Added Value Company, a leading international marketing agency, where her clients ranged from Mars Petcare to PPP Healthcare.

Anne went on to become the Course Director for the International Marketing programme at the University of Greenwich, and then a Teaching Fellow at Cranfield School of Management, where she completed her PhD in 2004. Anne also spent a year as Head of Postgraduate Business Programmes at Buckingham Business School from 2017–18. 

Anne enjoys researching and analysing both business-to-business and business-to-consumer marketing issues, to help companies face today’s complex challenges. Anne’s research projects for the Henley Centre for Customer Management include studies focusing on customer experience, corporate social responsibility, sustainability, and how to manage outsourcing relationships. Anne speaks French and Spanish, as well as basic Portuguese.

Dr Rasha El Gendi is a Lecturer in Marketing in the Business School at the British University in Egypt. She holds a PhD in Marketing from Henley Business School, University of Reading. Her main teaching areas include marketing strategy and planning, international marketing, consumer behavior, marketing management, sales management, services marketing, integrated marketing communications, and principles of marketing. Her research interests include customer experience management, climate for innovation, innovation management, organisation climate, and services marketing.

Her PhD thesis provides insights into the relationship between climate for innovation, organisation innovativeness, and customer experience in the telecommunications sector. It proposes an understanding of how employees perceive a supportive climate for innovation that leverages the customer experience. Her research presents an understanding of what the appropriate practices, policies, and procedures are, and how can employees perceive climate for innovation in relation to customer experience. Her research enables organisations to understand the success of service innovations in terms of customer experience in a service-setting.

Dr Sarah Mitchell is a Senior Lecturer at Oxford Brookes University, teaching on their undergraduate and postgraduate marketing programmes. Her research interests include understanding brands within the nonprofit context, consumer decision-making and marketing communications. She conducted her PhD full time at Henley Business School and has been a member of Henley Centre for Customer Management ever since, including writing a white paper for members on the importance of ‘Trust’.

Before Henley, Sarah held senior marketing roles across three business sectors – consumer goods, retail and non-profit. Her for-profit experience includes Reckitt and Colman, Twinings and Tate & Lyle. At Tesco, Sarah ran the UK's biggest loyalty programme, Tesco Clubcard, and developed their financial services business. Her nonprofit experience includes running the marketing and research for a large older people’s charity (RVS), and then for a learning disability charity (Hft). Sarah also holds an MBA from London Business School and an Economics degree from Exeter University.

Dr Neil Hair is an Assistant Professor of Marketing from the E. Philip Saunders College of Business at Rochester Institute of Technology, New York in the United States. He holds Chartered Marketer Status from the Chartered Institute of Marketing, a PhD from Cranfield as well as degrees from Sheffield and Cardiff Business Schools. His research and consulting activities are cutting edge, recent projects include understanding perceptions of advertising and customer value in popular online social networks like myspace and facebook, personal branding in virtual space, and virtual ethnography in popular worlds such as Second Life.

He is also passionate about his role as a facilitator having recently won RIT’s highest teaching award for new faculty in 2006-07 and RIT’s highest teaching award for online learning in 2007-08. He has been awarded several research grants for pursuing pedagogy research. One such interest involves teaching the world’s first programme on the commercialization of Second Life.