Meet Mark Eydman, IoD Ambassador for Quality and Customer Loyalty
Mark is an engineer (electrical & electronic), a Quality Professional (MCQI) and passionate advocate of outstanding customer experiences. He has held senior management and leadership positions in project management, sales and field service before a period in a global quality and customer loyalty role.
He now works independently with businesses of all types and sizes in sectors ranging from financial services to retail, helping secure insightful feedback from their customers, using quality techniques to resolve issues of concern and positive feedback to accelerate strategic development and operational growth.
Q: How long have you been involved with the IoD?
Q: Can you tell us a little about your career to date?
I graduated in Electrical and Electronic Engineering from the University of Bath in 1985 and spent 30 years in a variety of roles in the building automation sector with Schneider Electric, finally leaving as VP Customer Satisfaction and Quality (Americas & EMEA) in 2015. I founded Six Pillars Consulting to pursue my interests in Customer Loyalty and Quality and work with a wide variety of organisations, helping them drive profitable growth. In a portfolio career, I am an NED at IO Controls, lecture at two universities and support school governance as a Clerk and Trainer in Leicestershire.
Q: What do you hope to achieve as an IoD Ambassador?
I hope to support the IoD in the execution of its Charter, in particular helping Directors build their skills and knowledge in areas that have long been my passion, Customer Loyalty and Quality. I also hope to inspire current practitioners of these disciplines to become increasingly strategic and seek roles at Director or equivalent level within their organisations based on the value they add.
Q: If you could give your 21 year old self some advice what would it be?
Do not be afraid to be passionate about what you do!
Q: What keeps you busy outside of work?
I am a keen runner and member of the Ivanhoe Runners, I volunteer in the National Forest as a founder member of the Heartwood Community Wood Fuel Group and I love to travel with my wife and family at every opportunity. In my local community I am very honoured to be the Chair of Governors at Ashby Church of England Primary School. I am also very engaged with both the Chartered Quality Institute (CQI) and British Standards Institution (BSI)
Q: Are there any business related or policy issues that keep you awake at night?
In addition to my already declared areas of interest, I worry that in many organisations Vision and Strategy sit in relative isolation from the realities of day to day operations. I passionately believe that we all work most effectively when we see the contribution we make to an exciting future state and the shared plan for the journey!
Q: Why do you think business leaders should join the IoD?
For me, the IoD represents a great way for individual Directors to learn, collaborate and drive positive change that would be far beyond us individually. As a Director of small companies I also hugely appreciate the resources and knowledge that I am able to access through my membership.