José Ferrão

José Ferrão is an international executive with proven ability to reposition and revitalize under-performing businesses, and lead successful organizations to their next level of growth. He is a problem-solver that leverages his strategic change skills and bottom-line focus to deliver sustainable results for his clients.

Having held executive positions in financial services and consumer packaged goods organizations in South Africa, José joined Peppers and Rogers Group’s Connecticut practice in 2000, where he played a leading role in the development of the first multi channel customer relationship management pilot for Ford Division in the USA, as well as performed assessments and roadmaps for Ford Motor Company in Asia Pacific. However, the highlight of his work in the United States was the change management and enterprise-wide organizational design work he led at Boise Office Products which supported Boise’s win of Gartner's inaugural CRM Award of Excellence in 2001.

More recently José facilitated the implementation of key changes at United Way of Massachusetts Bay and Merrimack Valley to adjust its cost structure and reposition the organization for future growth. This has included the development of a multi-year organizational plan, the restructure of the Development and Marketing functions, deployment of multi-channel strategies that integrate online and social media tools into the organization’s go to market strategies and the  implementation of a multi-year cost adjustment plan that has significantly reduced the organization’s cost structure.

Prior to this José led the growth of Peppers and Rogers Group in Europe and was President of Carlson Marketing Group’s Europe and Middle East operations. The client work encompassed the full spectrum of Strategy, Process Design, Momentum Building and the Implementation of Outsourced Solutions. The client portfolio was also diverse and consisted of organizations in a wide range of industries (Financial Services, Life Sciences, Consumer Packaged Goods, Travel and Hospitality, Retail, Automotive and Government) including a relationship with Her Majesty’s Revenue Services in the UK which culminated in a full-scale change to a customer focused organizational approach.

José’s results driven approach to implementing high-impact change for his clients also earned him the recognition of his colleagues and pears at Peppers and Rogers Group where he led the global change management centre of excellence.

 José is passionate about customer focused change and the implementation of pragmatic business solutions which deliver shareholder value while developing strong teams and sustainable growth.

Public Speaking

• Loyalty World - London - Customer relationships – the route to product differentiation in financial services
• CRM Conference - Stockholm - Future Trends and Realities in US and European Companies
• Loyalty World MENA - Dubai - Defining the Loyalty Equation
• CRM Conference - Helsinki - Maximise Your  Return on Customer
• European PMC - Vienna - Organisation alignment for profitable sales growth

Publications

• Customer Management - How ‘Jekyll and Hyde organizations are losing out with customers
• Loyalty World MENA White Paper - What would you do if you were tasked with building customer loyalty?
• Campaign DM Essays - Is anyone listening?
• DM Bulletin November - Agencies need to adjust to client changes
• Microsoft Business Insights - Customer Relationship Management is about listening and engaging with your customer to solve problems