Duke Hale was hired by Jaguar Land Rover North America to help enhance its reputation for customer service, especially for the Land Rover brand. Jaguar Land Rover North America appointed Hale to a newly created position of vice president of customer service. He will oversee warranty, parts operations and owner relations.
Although Jaguar was ranked third among luxury brands in the 2013 J.D. Power and Associates U.S. Customer Service Index Study, the Land Rover has been the lowest-ranked luxury brand for three years. In 2013, the Land Rover was the only luxury brand out of 11 to be given a below average score in all five service categories surveyed by JD Power.
Andy Goss, chief executive of Jaguar Land Rover North America, remarked that Hale is coming to the brand with years of experience and will be instrumental in helping the carmaker. Prior to coming to Jaguar Land Rover North America, Hale was a consultant to the auto industry. He also held various executive positions in other carmakers.
He was chief executive of Oklahoma Global Motors, a joint venture with Nanjing Automobile Group of China that tried but failed to bring the MG back to the United States. He was also the chief executive of Lotus Holding Inc., COO of Isuzu Motors America, vice president of sales for Mazda North American Operations and head of sales and marketing for Volvo Cars of North America.