Home loan and mortgage broker's new GM of customer replaces former GM of marketing and product but gains technology leadership as well
Aussie Home Loans has appointed a new general manager of customer with responsibility across marketing, digital and IT.
Richard Burns has spent the last seven years with Commonwealth Bank’s CommSec division, where he is currently general manager of customer experience and responsible for overseeing end-to-end customer engagement. His 20-year career includes marketing, product and strategy roles with CommSec, ETrade Australia and McKechnie Consumer Products.
He takes up his new post with Aussie on 9 February and will have responsibility for brand, marketing, digital presence, customer retention and data and IT architecture and operations, leading a team of 40 staff.
Burns replaces former general manager of marketing and product, Stuart Tucker, who left Aussie a year ago to become GM of brand, sponsorship and marketing operations at CommBank.
However, the expanded and renamed role now includes IT, which was previously overseen by Aussie’s general manager of finance and technology, John McDonald.
As a result, Burns will have three direct reports: Head of marketing and digital, Alex Crompton; acting senior manager of customer retention, Tim Whyld; and CIO, James O’Donnell.
Aussie’s founder and executive chairman, John Symond, said Burns will be a key contributor to the company’s executive management team.
“General manager customer is a critical and unique role within our business, and we have been searching across industries and markets to find the right person for the job,” he said in a statement. “I am delighted that this search led us to Richard and that he accepted my offer to join the Aussie team.”
Symond added Burns will be responsible for protecting and growing the Aussie brand while strengthening its digital prowess and presence by tapping into innovative technology.
“Richard is an impressive senior executive and without doubt has the right cultural fit, vision, experience and drive to lead our marketing, digital and IT teams,” Symond said.
Burns said he was delighted to be joining such an iconic Australian brand.
“Leading the IT, digital and marketing teams will be a great challenge, and one that will allow me to draw upon my experience in each of these three areas,” he said. “I have heard great things about the team and am looking forward to meeting and working with them all.”
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
Read more: CMO50 #8: Richard Burns, Aussie Home Loans
Leadership resilience, startups scaling up, marketing best practices, customer insights - these are just a few of the topics we manage to explore in the latest episode of Conversations over a Cuppa with CMO featuring Craig Davis.
There’s no denying there’s been a whirlwind of response to the imminent demise of the third-party cookie from all parts of the industry. But as we’ve collectively come to better understand the implications, it’s clear this change is giving the digital advertising industry the opportunity to re-think digital marketing to support core industry use cases, while balancing consumer privacy.
The COVID-19 pandemic has exposed brands’ CX shortcomings and a lack of customer understanding. Given ongoing disruption, customer needs, wants and expectations are continually changing, also causing customers to behave in different ways. Just look at hoarding toilet paper, staple and canned food, medicinal and cleaning products.
Understanding the core principles of Behavioural Economics will give players in the travel industry a major competitive advantage when restrictions lift and travellers begin to book again. And there are a few insights in here for the rest of the marketing community, too.
JP 54, D2, and D6 EN590,JET A1 AVAILABLE ON FOB DIP AND TEST IN SELLER TANKWe Can supply Aviation Kerosene,Jet fuel (JP 54-A1,5), Diesel ...
Collins Johnson
Oath to fully acquire Yahoo7 from Seven West Media
JP54,D2, D6, JetA1 EN590Dear Buyer/ Buyer mandateWe currently have Available FOB Rotterdam/Houston for JP54,D2, D6, JetA1 with good and w...
Collins Johnson
3-pronged marketing approach for property disruptor Brickx
With a response rate of 80-90%, a well optimized chatbot is a must-have for every business. Check out this link to explore how you can en...
Drishti Khurana
How NRMA’s Arlo the Koala chatbot won over customers
Hey, With a response rate of 80-90%, a well optimized chatbot is a must-have for every business. Check out this link to explore how you c...
Drishti Khurana
7 innovative brand chatbots
hey Ever wondered how a business could leverage WhatsApp to grow? Find out here - http://s.engati.com/2rf
Unnit Dedhia
Sydney Uni taps AI for new COVID chatbot