Centre People
Director
Moira Clark is Professor of Strategic Marketing at Henley Business School, Head of Marketing and Reputation as well as 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, Social Networking, Client 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.
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.
Researchers
Dr Anne Dibley is Programme Director for the corporate MSc in Strategic Marketing Leadership, (current participants on this programme are from Deutsche Telekom and ING) 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 Susan Rose is an Associate Professor in Marketing Management at Henley Business School. She is an experienced educator and marketer teaching strategic marketing, marketing planning, brand management, consumer behaviour and research methods on both MBA, MSc and Executive Education programmes. For several years she was part of the Henley MBA management team and as such gained valuable experience in post-graduate education.
Susan is now the Deputy Head of the School of Marketing and Reputation as well as an active researcher in both the Henley Centre for Customer Management and the John Madejski Centre for Reputation. Susan is a certified business coach working with managers to support their personal and career development.
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.