In a recent change-up inside the management of Volkswagen of America, a much greater importance will be placed upon the customer’s experience. Two men are now in new positions at VW and have a different vision for the future. Now in charge of the Volkswagen Academy, Customer Care, Customer Experience and the CRM/Loyalty functions is Mark Barnes. Currently, he is head of sales for VW of America but he will be given the title Vice President, Volkswagen Customer Experience. Barnes is now in charge of creating and implementing new strategies to improve the relationship between the company and the customer on both a corporate and dealership level.
“We know we need a systemic approach to better manage the entire customer experience within VW,” said Jonathan Browning, President and CEO of Volkswagen Group of America. “”Mark has done an outstanding job of building momentum in the sales organization, and throughout the dealer network. “His enthusiasm and passion for building loyalty among our customers is well-known across the company. Combine that with the depth of his relationship with dealers, and he is the perfect person to lead this new team.”
Along with Barnes will be Frank Trivieri who will now head all sales operations within VW of America. He will have the responsibility of working and leading the relationship with the company and dealers inside the U.S. region. “I am looking forward to Frank joining the Volkswagen team,” said Browning. “His experience, enthusiasm and personality will help him settle into his new role very quickly.”
Unlike Barnes, Trivieri did not change positions inside VW. Before his new-found job at Volkswagen, he carried the title General Director of Sales for General Motors of Canada. He has been employed in the automotive industry for nearly 25 years and will find his new job starting August 15.
Source: Volkswagen
