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

Sarah Hiles is Client Relationship Executive for the Henley Centre for Customer Management and PA to Professor Moira Clark. In her role for HCCM, Sarah 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.

Sarah joins the HCCM with over 6 years experience in working within the business education sector with a particular focus on business development and PA roles. Before joining Henley Business School in 2016 Sarah previously worked at Oxford University’s Said Business School.

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 Associate Professor of Marketing Management at Henley Business School and a Research Associate within the Henley Centre for Customer Management. She researches on a range of topics and is predominantly interested in the psychology and behaviour of customers using the Internet. Her work has explored Internet-based consumer behaviour, online customer experience and consumer-brand relationships. She has published in a number of leading academic journals and is a regular speaker for Henley at international conferences.

Prior to joining academia, Susan worked as a consultant and manager within the fields of marketing and brand management, communications and market research, predominantly in consumer sectors. She has worked with a range of leading consumer organisations both with Henley and externally. Susan has held a number of senior positions within Henley Business School, most recently in South East Asia as Head of Henley at our Malaysia campus. She is currently the Postgraduate Research Director within the Marketing & Reputation group responsible for PhD and DBA research students in this field.

Dr Alessandro Inversini is 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 Associate Professor in the Marketing and Reputation School at HBS at University of Reading and Scholar of the Advanced Institute of Management (U.K.). Previously, worked in the faculty of Loughborough University and the University of Leeds and held visiting positions at National University of Singapore, Boston College, University of Cambridge and Hanken School of Economics. Holds a PhD in Marketing from the University of Warwick (UK).

Her research has received financial support from several bodies, namely EUDOKMA Marie Curie, Banco Santander, Fundação para a Ciência e a Tecnologia, European Institute for Advanced Studies in Management (EIASM), Calouste Gulbenkian Foundation, Warwick Business School, The University of Warwick, Loughborough School of Business and Economics, among others.

Dr Anne Dibley is Programme Director for the MSc in Strategic Marketing Leadership, and is a Lecturer 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's PhD thesis explored the link between personal values and brand choices among children in the UK and Spain, using in-depth, qualitative research techniques. Her work gave rise to the publication of conference papers, and articles in practitioner magazines and academic journals. 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 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 Cherry Wongworawit is a Research Fellow in Service Marketing and Management at Henley Business School. Her research interests are in service climate, employee engagement, and their impact on frontline employees’ service performance.

Cherry received her PhD from Henley Business School. Her thesis provides insights into the drivers of employee engagement and agents’ performance in call centres. Prior to joining Henley, Cherry has worked in the chemicals and hospitality industries.

Dr Guy Champniss is Associate Professor of Marketing at Henley Business School and Subject Area Leader for Marketing in the School of Marketing and Reputation. His main areas of teaching and research are consumer behaviour, brand strategy, marketing communications, behavioural science and ethical marketing. Guy teaches across all of the Henley MBA programmes, as well as contributing to the Henley Centre for Customer Management.

Prior to joining Henley, Guy held a number of global strategy roles with the global marketing services group, Havas and continues to advise companies on brand strategy and consumer behaviour. Guy has completed post-graduate programmes with the University of Cambridge and Stanford Graduate School of Business, and holds an MBA from IE (Madrid) and an award-winning PhD from Cranfield School of Management.