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.