Fairchild will continue to oversee her board-level responsibility and all client services activity, but she will now focus on introducing feedback-led improvements to the customer experience and fostering close customer partnerships.
CitNow says her promotion will allow her to draw on her experience in order to help the communications platform deliver more customer-led strategies throughout the business.
Fairchild said: “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.”
She brings two decades of automotive sector experience and will continue to work on establishing close customer partnerships, expanding on relationship-building from her previous role.
Alistair Horsbugh, Chief Executive Officer at CitNow, said: “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."
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