VWG names customer experience chief
Volkswagen Group UK has appointed Nick Ratcliffe as its customer experience director.
He will oversee the newly created customer experience function, consisting of Volkswagen Group’s existing customer service, customer quality and CRM activities, and with the mandate to incorporate e-commerce, connected services and enhanced capabilities in customer analytics and customer experience strategy.
He said, ‘As Volkswagen Group’s biggest national sales company outside of Germany, it’s important the UK leads the way in shaping the customer experience of the future. I’m looking forward to giving this vital and rapidly-changing area the dedicated focus it requires at Board of Management level.’
Alex Smith, Volkswagen Group UK managing director, said, ‘Nick’s deep understanding of customer experience and digitalisation makes him a brilliant asset to Volkswagen Group, and I’m looking forward to working with him and our Brand Directors to start shaping this important discipline for our business.’
