Alison Jones has been promoted to the newly created role of Customer Quality Director on the Volkswagen Group UK Board of Management. Her most recent position was as Audi UK’s Head of Operations. Starting June 1, she will start to oversee the drive throughout the Group to boost the quality of customer experience at each aspect.
She will report directly to Volkswagen Group Managing Director Simon Thomas. As the Customer Quality Director, she will be supportive of all of Volkswagen Group UK’s sectors as she pursues optimal customer service standards while every brand still has front line responsibility for its customer base. Jones will then be based at its Milton Keynes headquarters.
With this role, she will also be responsible for the overall management of the Volkswagen Group Customer Service Centre in Leeds, as well as for the customer contact strategy of the group such as market research and customer insight. It will also implement a monthly review process that guarantees the alignment and engagement throughout the company.
Simon Thomas, the Managing Director of the Volkswagen Group, said that Jones faces the challenge of “giving greater strategic impetus” to its move to offer industry-leading customer service everywhere in the company.
He added that its future has to be based on a business model that makes the customer a priority and enhances its growth plans based on a strong foundation of new car purchase loyalty and service retention. He said that Jones has cultivated a broad experience and a full understanding of what its customers require after having served as the Head of Contact Strategy, Customer Service and Aftersales in Volkswagen and Head of Operations in Audi.