VOLKSWAGEN GROUP CREATES NEW CUSTOMER QUALITY DIRECTOR ROLE
- Alison Jones promoted to Board of Management in drive for customer focus
With effect from June 1, Alison Jones is promoted from her current position as Head of Operations at Audi UK into the newly created role of Customer Quality Director on the Volkswagen Group UK Board of Management. Alison will lead the Group-wide drive to improve the quality of customer experience at every touch point, and will report directly to Volkswagen Group Managing Director Simon Thomas.
The Customer Quality Director will support all sectors of the Volkswagen Group in the UK in the pursuit of optimal customer service standards, while each brand will retain front line responsibility for its customer base. Located at the company’s headquarters in Milton Keynes, the role will include overall management responsibility for the Volkswagen Group Customer Service Centre in Leeds, and for the Group’s customer contact strategy, which includes elements such as market research and customer insight. It will also involve the implementation of a monthly review process which will be deployed to ensure alignment and engagement across the whole company.
Managing Director of the Volkswagen Group, Simon Thomas commented: ‘I know Alison will relish the challenges involved in giving greater strategic impetus to our drive to deliver industry-leading customer service in all brands, at all levels and in all areas. Our future must be based on a business model that puts the customer at the centre of our planning priorities and builds our growth plans based on a strong foundation of new car purchase loyalty and service retention.’
He added: ‘As a previous Head of Contact Strategy, Customer Service and Aftersales in Volkswagen and Head of Operations in Audi, Alison has extensive experience and a deep understanding of our customers’ needs.’