Skip to main content

Professor Moira Clark

Professor of Strategic Marketing

Director, The Henley Centre for Customer Management

Moira Clark Profile Photo 18 Sep20


  • Customer experience, 
  • Customer centricity, 
  • Customer management, 
  • Customer service, 
  • Culture and climate and business performance


Greenlands Campus

Moira Clark is Professor of Strategic Marketing at Henley Business School and Founder and Director of The Henley Centre for Customer Management. This research centre develops joint research initiatives between Henley and a consortium of organisations who want to further their knowledge and understanding of leading-edge best practice in customer management.

Moira is a leading expert in Strategic Customer Management; her main areas of research and consulting are in Customer Management, Customer Centricity, Customer Experience and the drivers of Customer Retention and Service Excellence. 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 researched and published widely on Customer Management, Relationship Marketing, Customer Experience and Service Excellence. Publications include for example, the Academy of Marketing Science, Journal of Retailing, Journal of Business Research, Psychology and Marketing and International Journal of Management Reviews. 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 sought-after commentator on current marketing and Customer Management issues for national press, radio and TV. She also has extensive marketing consultancy experience with leading international companies, sits on a number of advisory boards and is a frequent keynote speaker at many public and in-company seminars and conferences around the world.

Moira joined Henley Business School from Cranfield School of Management in 2005. Prior to her academic career, Moira was a successful international marketing consultant based in Munich where she was involved with a wide range of industries including service industries, engineering, 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. She is a graduate in Business Studies, has an MBA from Cranfield and a PhD from Cranfield.

Most recent news & media