New leadership at Citroën: Anne Fenninger appointed head of global customer satisfaction

It is an understatement to say that Citroën has faced significant turbulence in recent months. From the massive recall campaigns regarding Takata airbags to legitimate consumer questions surrounding the reliability of PureTech engines, the recent news cycle has been challenging. While the French brand is far from being the only automotive manufacturer affected by these global industrial issues, the impact on the trust relationship with its clientele has been tangible.

However, a new dynamic is taking shape. At a time when Xavier Chardon is eager to reconnect the brand with both its historical customers and new buyers, a strategic decision has been finalized. The brand is announcing the creation of a new department specifically focused on customer satisfaction. This initiative is intended to be structural rather than merely symbolic, aiming to place people and service back at the heart of the Citroën experience.

A new strategic direction under Xavier Chardon

This is a major announcement for the manufacturer's internal organization: effective December 1st, Anne Fenninger will officially join Citroën. She will take the helm of this new entity as Head of Global Customer Satisfaction. Notably underlining the critical importance of this mission, she will report directly to Xavier Chardon, the CEO of the Citroën brand.

The creation of this position responds to an imperative need: to transform the service approach and ensure active listening to consumers. Xavier Chardon elaborated on this strategy by detailing the reasons for this appointment and the expectations placed on Anne Fenninger. Here are Xavier Chardon’s full remarks on the subject:

"I am very happy to welcome Anne as Head of Customer Satisfaction. This appointment reflects the proximity we must have with our customers and our willingness to help our networks best meet their expectations and needs. Anne's solid experience within the Group, where she has held various positions, her collaboration skills, and her customer-focused approach are essential to strengthening Citroën customer satisfaction. By placing customer satisfaction directly under my responsibility, we affirm the central role that customer satisfaction plays at Citroën. The creation of this management position is in line with our commitment already materialized by the implementation of an 8-year warranty on all our models in Europe since the beginning of the year."

This statement confirms that customer satisfaction is no longer an adjustment variable, but a central pillar of the strategy, on par with product development or sales.

A wealth of experience within the Stellantis group

To embody this new function, Citroën has chosen a profile combining experience and transversality. Anne Fenninger's career path demonstrates a deep knowledge of the automotive group's inner workings, as well as sharp expertise in the digital and marketing fields.

A graduate of ESCP Business School Paris, Anne Fenninger possesses a solid academic background that she leveraged from the start of her career. Her automotive journey began in 1998 at Peugeot. She initially held various strategic positions within the Parts & Services department, an essential training ground for understanding after-sales challenges. In 2006, she broadened her scope by becoming Head of Communication for key markets: Spain, Italy, and Germany.

Her career took a digital turn in 2008 when she was appointed Online and Offline Manager, in charge of the international digital strategy for the Peugeot brand. After a brief institutional tenure in 2012 as Head of Digital Strategy for the French Government Information Service (SIG), she returned to the group in 2014. She then joined DS Automobiles to structure the sales funnel and lead digital operations, contributing to the rise of the premium brand.

Since 2018, Anne Fenninger has continued to climb the ladder with increasing responsibilities within the Group. She successively held the positions of Head of Training, Head of the Data and Software Academy, and finally Marketing Director of Connected Services, the position she currently holds until her assumption of duties at Citroën.

Anne Fenninger shared her full thoughts regarding her appointment:

"I am really delighted to join the Citroën team and contribute to improving customer satisfaction. With my collaboration skills, problem-solving ability, and customer focus, I am committed to supporting customer loyalty and, consequently, the success of the Brand."

A new era for brand image

The arrival of Xavier Chardon at the head of the brand definitely seems to be a game-changer for Citroën. His stated desire to reconnect with customers is now translating into concrete management actions. The announcement of Anne Fenninger's appointment to this new strategic position is a strong signal sent to the market and enthusiasts alike.

By centralizing efforts around customer satisfaction and entrusting them to a recognized expert from the group, Citroën is empowering its ambitions. The nomination of Anne Fenninger is a positive sign that will help improve Citroën's image across the world by aiming to satisfy clients, marking a great opportunity for the brand to enhance its reputation.