David Jones merges marketing and customer innovation under new group boss

Group executive of customer innovation and growth, David Robinson, takes over marketing from Sascha Laing, who has resigned after just 18 months in the newly created role

Australian retail giant, David Jones, has merged its customer innovations team with marketing and financial services in a bid to improve customer engagement.

David Robinson (pictured), the group’s group executive of customer innovation and growth, now takes over the marketing and financial services team from Sacha Laing, who vacates the role after just 18 months. The new position is effective immediately.

Laing was appointed to the newly created position in May 2012 as one of a new executive appointments aimed at transforming the business. He has been with David Jones for 12 years in senior merchandising roles and also worked previously for Kodak Retail and Smiths Snackfood Company.

Robinson is a David Jones veteran, with 14 years’ service under his belt. As head of customer innovation and growth, he has been responsible for overseeing David Jones’s omni-channel retailing strategy.

In an ASX statement, the company said combining customer innovation with marketing and financial services will give it the ability to deliver more integrated customer service.

“David has a detailed understanding of our business,” said outgoing David Jones CEO and managing director, Paul Zahra. “He headed the implementation of the David Jones American Express card program from an operational perspective, and has worked closely with our marketing team across all sales channels as part of our omni-channel retail strategy.”

Laing’s departure was raised as a possibility by Daily Telegraph journalists last October following news of Zahra’s resignation.

At the time, the newspaper quoted sources saying that the David Jones board were reviewing its business strategy in a big to stem poor sales results and a drop in share price, and had Laing in their sights.

Read more: CMO50 #15: David Robinson, David Jones

In its Q1, 2014 results for the three months to 26 October 2013, David Jones reported total sales were up 2.1 per cent to $424.2 million, with like-for-like sales down 0.3 per cent over the same period.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO Australia conversation on LinkedIn: CMO Australia, or join us on Facebook: https://www.facebook.com/CMOAustralia

Signup to CMO’s new email newsletter to receive your weekly dose of targeted content for the modern marketing chief.

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Why 2017 will herald a resurgence of values-based marketing

It doesn’t take long for predictions to become predictable: The rise and rise of Facebook; advancements in analytics; the normalisation of chatbots; personalisation, programmatic, automation, authenticity… The prediction that’s missing from these lists is that in 2017 we will witness a resurgence of values-based marketing.

Jacqueline Burns

Founder, Market Expertise

Why customer experience driven growth is set to take off

Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.

Consistency and conversation: How branding and advertising can work better together

Advertising and branding are two of the most visible outputs of marketing, which is why getting them right is so important. However, too often the line between branding and advertising becomes blurred. This means advertising activity can be out of sync with brand, resulting in poor results for both functions.

Dan Ratner

managing director, uberbrand

Someone needs a swift kick up the bum for such an idiotic idea.

random

​Why a degree is no longer enough to get you hired as a skilled marketer

Read more

The frequent flyer programs are the new profit machines for airlines all over the world, as they have morphed to be mass marketing machin...

Steve@iFLYflat

Velocity frequent flyers program strong performer in mixed half-year for Virgin

Read more

Hi Jennifer, thanks for sharing these info regarding the digital marketing trends.I've created a related video to this topic, would you m...

Fabio Carry

Predictions: 17 digital marketing trends for 2017

Read more

Great news. Marketing automation can be very useful for companies at various stages of development. With so many tools out there it's bet...

Ben

How HBF rolled out marketing automation in eight months

Read more

I read a report that the business sector in Australia as a whole have yet to fully harness and see the proactive change that predictive a...

Alex Martin

Report: Predictive analytics, IoT, machine learning battle it out for marketing dollars

Read more

Latest Podcast

More podcasts

Sign in