Woolworths customer leader, Jess Gill, departs, following CMO out the door

Supermarket giant is not expected to directly replace the director of customer and will put end-to-end brand experience under the CMO role

Woolworths’ director of customer and brand, Jess Gill, will leave the group this week and is not expected to be directly replaced.

A spokesperson for Woolworths confirmed Gill, director of customer, brand and format, had decided to leave the company this week after three years. Her departure comes days after CMO, Tony Phillips, left Woolworths, having spent just one year in the role.

The Woolworths spokesperson would not comment on the link between the two departures.

“Jess has provided thought leadership over the past three years around store formats of the future, food for now and food for later strategies, own brand, store design and refurbishment plans,” the statement on Gill’s departure read.

Woolworths is now searching for a new chief marketing officer who will have responsibility for the end-to-end brand experience, suggesting Gill’s role will be incorporated into the CMO post.

Gill's was appointed director of customer experience, a strategic role, 12 months ago, at the same time as Phillips was brought on as Woolworth's first executive-level marketing chief.

The spokesperson also declined to comment on additional staff cuts, but said there had been no other departures from the marketing function.

Woolworths chief executive, Grant O’Brien, confirmed plans last week to cut 400 non customer-facing jobs over the next calendar year during the company’s strategic investor day.

Woolworths has already trimmed 400 jobs over the past year as part of a restructuring program aimed at becoming a more “lean” operation. However, the company said it had added 58,000 customer service hours per week into its stores to improve customer engagement over the same period, and plans to add a further 63,000 in the next financial year.

The changes are part of a three-year turnaround strategy aimed at putting the emphasis back on customer engagement and service.

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

Join the CMO newsletter!

Error: Please check your email address.
Show Comments

Supporting Association

Blog Posts

Behaviour change, by design

​We’re living in an age of unprecedented change. We experience with Oculus Rift, invest with Acorns, consume video through Hyper, tune into Pandora and navigate with Waze.

Glen Jeffreys

Head of UX, Deepend Group

Chat bots: How to use them commercially right now

I’m sure that many of you out there have heard a lot about chat bots (aka messaging bots) recently, and the fact that they are here to stay is pretty evident by now.

Deniz Nalbantoglu

Managing director, Webling-Interactive

Top tips to uncovering consumer insights for business innovation

An in-depth understanding of consumers sits at the heart of what we all need to do, but we know it’s not always easy to uncover insights that will unlock a true innovation opportunity.

Matt Whale

Managing director, How To Impact

There is a new digital capture tool called QuickTrials app (www.quicktrials.com) that allows people who conduct Field Trials to collect t...

Quick Trials

How a new digital and data strategy for agriculture is helping farmers innovate

Read more

Recommendation engine is a great example of AI / ML.

Francis Kim

Chat bots: How to use them commercially right now - Big data delivery - CMO Australia

Read more

This new logo is offensively bad! And stop flashing it at us in between points on the television coverage. Trying to subliminally program...

Simon

Tennis Australia unwraps new brand identity for Australian Open

Read more

Thanks, Nadia. It was so interesting blog for me because it helps me able to understand well on the basics of business and marketing conc...

MichaelBGreen

3 ways marketers can raise their executive influence

Read more

Having been to the AO on Wednesday for the first time in a number of years I was very impressed with the new branding. The event has evol...

Naomi

Tennis Australia unwraps new brand identity for Australian Open

Read more

Latest Podcast

More podcasts

Sign in