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Audi UK BOOSTS CUSTOMER FOCUS

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November 8, 2012

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Audi UK BOOSTS CUSTOMER FOCUS

With customer satisfaction uppermost in mind, Audi UK has just redefined and reinforced its management structure, enhancing it with three newly created positions and bolstering it by welcoming a new Head of Fleet Sales.

The Head of Aftersales and Service role, which until now has been central to the brand’s quest to continually evolve and improve the ownership experience, has been replaced by two new positions – Head of Service and Parts Operations and Head of Customer Quality and Network Development. These have been taken up by experienced practitioners from within the Volkswagen Group – the former by John Bower, previously Head of Aftersales at Skoda UK, and the latter by Jason Cranswick, formerly SEAT UK’s National Franchise Manager.

Paul Sansom, who until now has held the position of Head of Aftersales and Service, shifts his focus to the ‘front end’ of the retail process as Head of Sales, while Sales Operations Manager Andy Williams takes up the newly created role of Head of Vehicle Planning.

At the same time, James Douglas joins the brand as Head of Fleet Sales. James can draw on 14 years’ experience at Nissan Motor GB, where he delivered the highest-ever profit for Nissan fleet sales in 2011 and presided over a significant increase in market share.

Explaining the rationale behind this important management realignment, Director of Audi UK Martin Sander said: “Fundamentally, the changes we have made will help us to intensify our focus on customer satisfaction, and to sustain and better coordinate that increased focus. Our new appointments and the enhanced structure they have helped to form are also vital components of our strategic plan to become the leading premium brand in the UK.”

John Bower, Jason Cranswick and Andy Williams started in their new roles on November 1, and report directly into Director of Audi UK Martin Sander. James Douglas joined Audi Fleet on November 5 and reports into Head of Sales Paul Sansom.

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