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.

 


Researchers


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 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 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 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.

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.