Craig Grant joins Alphabet as head of account management
Grant joins from the RAC where he had been for nine years, leading account management teams in both the vehicle manufacturer and leasing sectors, culminating in the role of Business Development Director. Previously, Grant held similar roles at The AA and started his career as an electronic engineer with the Royal Air Force.
In his new role, he reports to Deborah Jenkins, general manager, customer relationship management.
Grant commented: “I feel that I’ve joined Alphabet at a really exciting time. We have a great portfolio of products and services; there is a great vibe in the business, as well as a genuine appetite to show what we can do for our customers and the additional value that we can bring.
“Over the past five years the business has grown hugely in terms of our customer base, our people, and the number of vehicles we manage. Now is the time for Alphabet’s next stage of development and I’m pleased to be a part of it, leading the Account Management team in the proactive engagement with our customers, making sure that we deliver on our promises” he states.
The appointment of Grant is part of a wider reorganisation within Alphabet to move away its former model of account management based on one account manager looking after a number of diverse accounts both operationally and strategically.
The new is structured around two contacts of equivalent standing for each customer – an account manager responsible for customer strategy and development, as well as a service manager who provides proactive service improvements. As part of this new structure Holly Smith becomes head of service management and Bernadette Maguire becomes head of corporate partnerships.
Deborah Jenkins, general manager, customer relationship management at Alphabet, said: “Customer’s requirements and developments in mobility have outgrown the traditional approach to Account Management and so we have spent the past 6-9 months reviewing best practices in Customer Relationship Management from high performing businesses across all industry sectors. The result is our new account manager and service manager model which customer feedback on so far has been very supportive and positive.”