Volkswagen Commercial Vehicles has made a number of changes to its aftersales team to bring a refreshed focus to in-life brand support.
In line with the brand’s Working With You promise, recently appointed head of service and parts David Hanna has moved service operations manager Paul Anderson to the role of service and parts programme manager. Anderson has a strong understanding of the aftersales business, factory experience and customer satisfaction, and will be responsible for developing programmes, offers and initiatives to benefit customers throughout their vehicle ownership.
Meanwhile, Karen Goulding takes up Paul Anderson’s previous position and will have responsibility for customer experience management as well as implementing future aftersales strategy and digital initiatives. Goulding has worked for the Volkswagen Group for 25 years in a variety of roles, most recently as Crafter launch manager and across a number of strategic projects from electric vehicles to ecommerce.
Neil King joins Volkswagen Commercial Vehicles from his previous role as Volkswagen Group’s accessories and merchandise manager, replacing Pete Janes as fleet aftersales manager. King has carried out multiple roles within the industry, incorporating commercial, network, warranty and technical elements, and is well-placed to ensure an absolute focus on the full end-to-end fleet ownership experience.
Joining the brand alongside King is Andy Keen who becomes service quality development manager. With over 20 years’ experience in the automotive industry, his responsibilities include monitoring and maintaining high standards across Volkswagen Commercial Vehicles’ network of Van Centres and Authorised Repairers, as well as ensuring an excellent customer journey throughout the ownership experience.
David Hanna commented: “I’m delighted to announce these changes and appointments in my team. We know that customers rely on their vehicles to keep themselves and their businesses moving, so the aftersales experience should never be an afterthought; it should be front of mind when purchasing a van. I’m confident my new team are ready to ensure the highest quality experiences for customers throughout their vehicle ownership, both today and in the future.”