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CitNOW appoints Carol Fairchild as new Chief Customer Officer

CitNOW has appointed Carol Fairchild as Chief Customer Officer (CCO), stepping up from her former role as Commercial Director.
  • New Chief Customer Officer (CCO) will work to build on outstanding customer service levels
  • Carol Fairchild takes on new CitNOW role with two decades of experience in the automotive industry
  • CitNOW’s focus on customer feedback will continue building close customer partnerships
  • CCO position brings board level responsibility and accountability for all Client Services activity

The new role has been created as CitNOW looks to strengthen its commitment to its customers and further improve its customer experience.

In her new position, Carol will continue her board-level responsibility and oversee all Client Services activity, with a focus on introducing feedback-led improvements to the customer experience and fostering close customer partnerships. This will give customers a more tailored service.

While customer service has been one of CitNOW’s defining traits since its inception over a decade ago, Carol’s appointment will draw on her experience to help the communications platform deliver even more customer-led strategies throughout the business.

Having spent two decades in the automotive sector, Carol brings a wealth of experience to the role and has already worked to establish close customer partnerships in her previous position as Commercial Director.

Carol commented:

“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.

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.”


Photo of Carol Fairchild, CCO at CitNOW