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Arval UK commercial team rewired around customer needs

Arval UK commercial team rewired around customer needs

Company News
Wednesday, 8 July, 2020

Arval UK has reorganised its commercial team, following the appointment of Paul Hyne as its director in January, to meet changing customer needs. Even more relevant post COVID-19, the move sees existing staff appointed to new positions and new functions have also been created to focus on the diverse needs of customers.

Paul explained: “The new role of commercial director was very much created with the aim of rethinking how we approach working with our customers in a rapidly developing market, one which is reshaping itself around a new range of fleet and mobility offerings, as well as now the impact of the coronavirus crisis.

“During recent months, the team here has been working on developing a new organisational structure that meets these needs, especially looking at how we can leverage the advantages of scale around the combined retail and corporate teams.

“So, retail business, which is our consumer and SME arm, has been simplified into direct and indirect channels. We’ve had great success in our indirect channels in recent years, and we’ve also been successful in winning and building effective manufacturer programmes, so that is a big future area of focus for us.”

A new business function has also been created for corporate fleet customers, fully focussed on future customers and their requirements, as well as then on-boarding customers as effectively as possible.

Paul explained: “It is all about exceeding customer expectations. For that reason, it is important that our corporate sales teams are also our implementation teams, so that when promises are made at the sales stage, it’s the same people making sure those commitments are fulfilled and that we work to ensure everyone is more than satisfied.”

Other changes as part of the reorganisation include all customer experience functions being grouped together, the set-up of a dedicated LCV centre of excellence based in Manchester.

The major new positions created across the commercial department are: Steve Kirwan, head of corporate new business; Jamie Williams, head of corporate account management; Todd Williams, head of retail indirect; Dominic Morton, head of retail direct and partnerships; Suzie Ford, head of customer experience; David McKie, head of internal sales north; Julie Jordan, head of internal sales south.


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