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Renault Group UK makes key appointments as part of aftersales restructure

Mark Crockett, director of total customer experience, Group Renault UK

Group Renault UK has defined its new Services and Quality division with a pair of new appointments who will aim to drive a focus on customer experience and quality.

Mark Crockett has taken on the role of director of total customer experience (TCE) for Group Renault UK and Ireland while Tim Marriott becomes director of aftersales.

The TCE department creates completely new functions aimed at securing a leading Renault brand experience for customers to improve Renault’s brand image and customer loyalty, bringing together Customer Engagement, Customer Support, Product Support and Warranty.

The brand said that the change demonstrated “a collective commitment to positively driving customer experience throughout the business and its dealer network”.

Tim Marriott will oversee the newly formed aftersales organisation focussing on the commercial performance of Group Renault and adding further efficiency to the expanded aftersales roles. 

The split sees the After Sales division focus on the commercial operations of parts, accessories, options and services functions.

Crockett, previously services and quality director, said: “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.”

Marriott added: “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.”

Renault’s GO5+ plan is a five-year programme which aims to deliver more than 5% market share for the group 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.



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