Volkswagen Group UK is establishing two new departments – a group aftersales and customer quality division and a group commercial division – to improve its sales and aftersales service.
The two new divisions will be represented on the Volkswagen Group UK’s board of management by Alison Jones and Alistair Shields, both of whom will have their current director remits widened to incorporate their new responsibilities.
Jones, who was promoted to the board of management as customer quality director in June 2012, will become group aftersales and customer quality director.
In addition to her existing responsibilities in which she leads the Volkswagen Group’s drive to improve the quality of customer experience at every touch point, she will now also oversee the Group’s aftersales services and business, including the Trade Parts Specialists and Paint and Body networks.
Shields, who has been group services director for the Volkswagen Group since April 2011, becomes group commercial director, will take over responsibility for the national learning centre in Milton Keynes, group used vehicles, group fleet services, and a newly established programme management office which will ensure consistency between the five brands (Volkswagen Passenger Cars and Commercial Vehicles, Audi, SEAT and ŠKODA) and that Group synergies are maximised.
Commenting on the new roles, group managing director, Paul Willis (pictured), said: ‘Our drive to improve customer quality and satisfaction is unrelenting, and by establishing these new reporting lines and refining the key strategic responsibilities of these two board members we will have an invigorated clarity of focus on achieving our strategic aims.’
Jones and Shields will take up their new roles from tomorrow (July 1, 2014).
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