CitNow’s commercial director Carol Fairchild has been promoted to the newly created role of chief customer officer.
She will be responsible for introducing feedback-led improvements to the customer experience and fostering close customer partnerships.
The automotive video business says it wants to “strengthen its commitment to its customers and further improve its customer experience”.
Fairchild has spent two decades working in the automotive sector and is credited for having a “wealth of experience” that she can bring to the new role.
“Customer service is at the heart of of CitNOW, and we want to improve the experience and satisfaction even further by prioritising our customers and ensuring we are implementing their feedback.
“Treating our customer relationships as a partnership, we take the time to understand our customers and their individual challenges and build bespoke solutions toward a common goal, and we want to spread that approach throughout the business,” Fairchild said.
In her new position, Carol will continue her board-level responsibility and oversee all Client Services activity. She will help the communications platform deliver even more customer-led strategies throughout the business.
Alistair Horsbugh, CEO at CitNOW, added: “Carol came to us with plenty of experience in the sector and has made a big difference to CitNOW, helping us go from strength to strength over the past year.
“We are delighted to have her on board as chief customer officer, and can’t wait to see the impact she will have in her new role, putting customers at the very heart of the CItNOW business.”