IAG promotes Merrick to GM of consumer marketing and customer experience

Insurance group promotes senior marketing leader to cover all of the NRMA Insurance brand from a marketing and customer experience perspective

IAG has promoted senior marketing leader, Jane Merrick, to general manager, marketing and customer experience, within its Australian consumer division.

The new role sees Merrick leading marketing, product design, customer communications, customer relations and customer experience for the insurer’s largest personal insurance brand, NRMA Insurance.

Merrick was previously head of marketing for IAG’s personal insurance division and had overall responsibility for customer marketing for NRMA Insurance, SGIO and SGIC. Among her achievements was introducing the ‘NRMADE Better’ proposition.

She joined IAG back in 2009 as a senior manager for CRM and research.

“Through bringing together each of these disciplines we can leverage information and assets from across the business to help us create a more customised brand experience,” Merrick said in a statement.

“I’m excited to have the opportunity to connect insights from across these areas to develop a more compelling customer value proposition and in turn, better service our customers.”

IAG’s executive general manager, customer and underwriting, Tracy Green, said Merrick brings significant experience and an in-depth knowledge of the business and customers to the new post.

“Jane has been fundamental in building customer awareness and advocacy for our consumer brands during the seven years she has been with IAG,” she said.

Merrick has more than 20 years marketing experience and previously worked for Vodafone and American Express.

She was also one of 30 marketers selected to participate in the inaugural Marketing Academy, and was voted one of the top 50 most innovative marketers in our CMO 50 list for 2015.

IAG recently announced a restructure of its entire business in order to place more emphasis on customer experience and engagement.

You can read her profile in the CMO50 here.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, 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

Is your content marketing missing the mark?

Does it ever seem like the content you create falls flat on its face or that the leads you’re generating aren’t worth following up?

Dan Ratner

managing director, uberbrand

​ Creating a purpose-driven brand

So you want to be a brand with purpose. But what does it actually mean to build a brand with real meaning?

Paul Chappell

Partner and managing director, Brand + Story

Customer experience crisis: Proactively mitigating the risk of broken promises

Last Friday, three weeks after United Airline’s spectacular customer experience disaster, customers received a letter from the company’s CEO, Oscar Munoz.

Latest Podcast

More podcasts

Sign in