BCA has created a new senior role, Director of Buyer Services, and promoted its head of customer experience, Stuart Gibbons, to the job. Stuart’s brief is to develop new services for customers, and enhance the buying experience. He will report to Stuart Pearson, managing director UK remarketing.
Stuart Gibbons has a background in manufacturing, digital advertising, financial services and insurance, accruing experience over a 20 year period. He joined BCA in 2014 as head of customer experience, and has since led the BCA Buyer Programme to improve processes for buyers. In doing so his team developed an enhanced buyer feedback process and using Net Promoter scores to measure buyer satisfaction.
Stuart Pearson commented on his promotion, “This a new role in BCA and marks the strategic importance of the function to the company. We have put the customer at the heart of our business and will use the latest data tools to monitor and continually improve customer services. Stuart brings a passion for innovation to the role and will bring new solutions to the market.”
“BCA is using data to drive innovation across the business that will enhance the customer experience and drive efficiency. I am working with a fantastic team of people who are driving change.”