New head of account management joins Alphabet as part of restructure

Alphabet has appointed Craig Grant as head of account management as part of a wider, new strategic approach to customer relationship management.

Grant, who joins from the RAC, reports to Deborah Jenkins, general manager, customer relationship management. His appointment is part of Alphabet's move from an account management model, based on one account manager looking after a number of diverse accounts both operationally and strategically, to a new customer relationship management structure.

The new structure sees two contacts of equivalent standing for each customer – an account manager responsible for customer strategy and development, as well as a service manager who provides proactive service improvements.

As part of this new approach, Holly Smith becomes head of service management and Bernadette Maguire becomes head of corporate partnerships.

Jenkins said: “Customers' requirements and developments in mobility have outgrown the traditional approach to account management and so we have spent the past six to nine months reviewing best practices in customer relationship management from high performing businesses across all industry sectors. The result is our new account manager and service manager model which customer feedback on so far has been very supportive and positive."