Volkswagen of America has named Mark Barnes as VW's vice president of customer experience, a newly created position aimed at enhancing relationships with clients. VW stated that Barnes will develop programs and strategies to "support the customer experience in all business activities" on the corporate and dealer levels.
Barnes, who joined VW four years ago, is the COO and head of sales of Volkswagen of America. Frank Trivieri, a General Motors veteran, will be succeeding Barnes.
The changes in the job positions are effective August 15, 2011. VW is targeting to increase its sales in the U.S. to 800,000 units by 2018.
This year through July, the company’s sales increased 22 percent to 183,191 units. According to CEO Jonathan Browning of Volkswagen of America, the company recognizes the need for a systemic approach to better manage the customer experience within VW.
He further said that this is the next step in enhancing the foundation of the business now that the company has built a strong quality organization and has placed actions in place to “address the customer voice in the product development process.”
Barnes will be responsible for the Volkswagen Academy where dealers are trained. He is also tasked to manage the customer activities that range from the consumer affairs hotline to loyalty programs.
On the other hand, Trivieri was recently the general director of sales for General Motors of Canada, Ltd. He has been in the industry for at least 25 years. His responsibilities include the dealer sales and network such as the fleet and remarketing, network operations, and retail programs.