Renault to redefine it's entire customer service and after sales starting with two new appointments to enact this plan.

• Services and Quality division redefined to become distinct Total Customer Experience and After Sales departments
• Provides further focus for Group Renault UK on customer care and quality
• Continues success of Group Renault UK’s GO5+ plan
• Mark Crockett becomes Director of Total Customer Experience
• Tim Marriott becomes Director of After Sales

Group Renault UK today announces the redefinition of its Services and Quality division in order to drive a positive focus on customer experience and quality. Mark Crockett is appointed Director of Total Customer Experience (TCE) for Group Renault UK and Ireland while Tim Marriott becomes Director of After Sales for Group Renault UK and Ireland.

The redefinition of the Group Renault UK Services and Quality division supports a further emphasis on customer experience and performance. The TCE department creates completely new functions and builds on existing support functions to secure a leading Renault brand experience for all customers, aiming to improve further Renault’s brand image and customer loyalty. This fundamental change further demonstrates Group Renault UK’s collective commitment to positively driving customer experience throughout the business and its dealer network.

The newly-created TCE organisation will integrate Customer Engagement, Customer Support, Product Support and Warranty. These TCE teams will be complemented by a new Customer Journey team in order to deliver the best possible Renault experience to customers.

Tim Marriott will oversee the newly formed After Sales organisation focussing on the commercial performance of Group Renault and adding further efficiency to the expanded After Sales roles.  The split sees the After Sales division focus on the commercial operations of parts, accessories, options and services functions.

The new structure will not only provide increased focus and leadership in both divisions, but also enables the scope for further growth of the Group, in accordance with Group Renault UK’s GO5+ mid-term plan.

The changes signal the next phase in the GO5+ plan – to position the Renault brand as a leader in terms of customer experience. Group Renault UK builds on the success of its core product range by increasing brand loyalty and continuing the record-breaking sales the Group has recently enjoyed.

The GO5+ plan is Group Renault UK’s five-year mid-term plan, deployed in June 2013. The plan has a vision to deliver more than five per cent Group market share in 2017 along with top-tier network profitability, above industry average and Top 10 ranking in quality and brand image for the Renault brand. In 2015, Group Renault UK announced market share of 4.2 per cent, up on 2014’s market share of 3.9 per cent.

Mark Crockett, previously Services and Quality Director, who becomes Director of Total Customer Experience, Renault Group UK commented: “Providing the very best customer care and quality has been a top priority in our GO5+ plan. Establishing a separate TCE organisation enables our teams and dealers to fully deliver on this important promise at every customer interaction, building a lasting positive customer relationship and improving our brand image.”

Tim Marriott, Director of After Sales, Renault Group UK commented: “The re-definition of the Sales and Quality division means that the Group is able to increase focus on two very important parts of the business. The After Sales division will drive Renault Group UK’s commercial performance and expansion across After Sales services to increase business opportunities vital to the Group.”

Ken Ramirez, Managing Director, Renault Group UK said of the changes: “The re-definition of the Services and Quality division is a key example of Renault Group UK’s commitment to excellent customer service, supporting the customer throughout their Renault ownership experience. The steps taken to redefine the Renault Group UK Services and Quality operation clearly put a passionate focus on delivering an excellent customer experience. We are growing at an outstanding pace and central to that is our customer base. Ensuring that their experience is as professional and as hassle-free as possible is crucial, and these changes are both significant to Renault Group UK’s sustained growth, leading to the continued success of our GO5+ plan.”

The appointments of Mark Crockett and Tim Marriott take place immediately.