Spencer Clayton-Jones, director of network development and customer quality at Nissan GB, was the latest subject of AM's regular '8 Questions To' feature.

What are the main responsibilities of your role? 
There are four departments in ND&CQ – network development, customer quality, the Nissan training academy and customer services. They are diverse, but have a common goal which is to deliver a great customer experience. 

In network development our primary focus is on delivering a profitable dealer network that provides the best experience and accessibility to our customers.  We are also rolling out a new corporate identity which brings a fresh and contemporary feel to our showrooms and this has coincided with the launch of a number of important new models. Our customer quality and customer services teams are there to ensure that we deliver a great customer experience and the training to our near 4,000-strong network staff.

What are the most significant challenges ahead in your field of work?
The economic headwinds are clearly a challenge that are affecting every industry and we are not immune. However, in the longer term the full impact of the shift to electric vehicles (EVs) will continue to drive significant changes. This is already happening and we are constantly focusing on adapting to this.  The coming year presents an opportunity for us to build on our success fuelled by an onslaught of new models in our showrooms.

How might these challenges be overcome?
We’re working closely with our dealers to meet any challenges head on.  Together with our dealer association we continue to work on profitability initiatives to drive further savings and economies and this process has already delivered positive results.

Labour costs and staff attrition continue to pose some of the greatest challenges.  To tackle this we significantly increased our training programmes last year to upskill and invest in our teams. This strategy is proving successful and is building greater business resilience. Testament to this is the transformation we have seen in customer quality over the past 18 months.

What attracted you to your area of expertise?
I joined as a regional franchise manager in the early noughties. It was interesting because there was a lot of overlap with my university degree; estate management surveying which focused on property construction and investment, finance and law. It also came at a good time because I had spent the previous six years in sales and aftersales.

It’s a very exciting space to operate in due to a good balance of strategy and execution, and the M&A activity adds a very commercial dynamic. Although my role has changed and evolved over the years, it’s still, essentially, the same discipline and one that I really enjoy.

What’s the most important thing you have learned in your career, and how have you made use of it?
It’s vital to work in partnership – business relationships are critical. I believe success can best be achieved by taking a collaborative approach where everyone moves forward together.  Maintaining a healthy level of respect between all parties while always striving to achieve that all-important win-win-win.

What drives you?
The business challenge. I relish the scale and complexity of what we do.  Leading and being part of a high performing team. I’m fortunate to work with a team of very talented individuals that have achieved some fantastic goals. 

What’s your favourite app?
Maps. It keeps me out of traffic, most of the time!

How do you relax?
We recently bought a camper van. My family and I love to use it for day trips and weekends away.  For our summer holiday last year we managed a 3,000-mile European tour in two weeks which was great fun, if not a little hot in 30-plus heat on the French south coast.