Former business banking marketing and customer strategy chief becomes the new CMO, reporting into NAB's first chief customer experience officer
NAB has confirmed acting CMO and general manager of business marketing, Suzana Ristevski, as its official EGM of marketing and customer experience.
Ristevski takes the reins from Andrew Knott, who left the banking giant in July to become the first-ever chief media officer for JPMorgan Chase in the US. However, the role has been extended to also include customer experience.
Ristevski initially joined NAB in January 2017 as general manager of business bank marketing and customer strategy, one of three big hires made by Knott to expand his marketing team. She boasts of a strong and comprehensive resume in marketing, strategy and product leadership and was most recently the head of strategy and growth as well as CMO for GE across A/NZ and Papua New Guinea. She spent 12 years with GE, holding positions across financial services as well as the engineering and manufacturing businesses.
Prior to this, Ristevski worked for Optus, Medical Benefits Private Health Insurance Fund and 20th Century Fox in London.
NAB chief customer experience officer, Rachel Slade, said the bank had brought together marketing and customer experience in order to drive a single CX strategy across the group.
“Over the past year-and-a-half, we have invested heavily in building our customer experience capabilities,” Slade said in a statement. “The change is about strengthening our customer experience capability further, to deliver on common goals across our marketing and customer experience teams. Ultimately, this is about driving faster decision making focused on our customers as we listen and act differently.”
Ristevski said she was excited to be officially taking on the group role.
“I see incredible value in bringing together customer experience and marketing to deliver better experiences and communications that are absolutely focused on our customers,” she said. “I feel incredibly lucky to lead such a wonderful group of marketing and customer experience experts.”
The news comes two weeks after NAB confirmed it had promoted Slade to become its first chief customer experience officer as part of a reshuffle of its execute ranks and rebranded customer products and services division. She was previously the EGM of deposits and transaction services.
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
In the third and final episode of our 3-part CMO50 video series exploring modern marketing and why it’s become a matter of trust, we’re delighted to be joined by Telstra’s former CMO and now digital services and sales executive, Jeremy Nicholas, and Adobe VP Marketing Asia-Pacific and Japan, Duncan Egan.
Flash back to the classic film, Willy Wonka and the Chocolate Factory. Television-obsessed Mike insists on becoming the first person to be ‘sent by Wonkavision’, dematerialising on one end, pixel by pixel, and materialising in another space. His cinematic dreams are realised thanks to rash decisions as he is shrunken down to fit the digital universe, followed by a trip to the taffy puller to return to normal size.
Why is it there is no shortage of leadership development materials, yet outstanding leadership is so rare? Despite having access to so many leadership principles, tools, systems and processes, why is it so hard to develop and improve as a leader?
As a nation united by sport, brands are beginning to learn money alone won’t talk without aligned values and action. If recent events with major leagues and their players have shown us anything, it’s the next generation of athletes are standing by what they believe in – and they won’t let their values be superseded by money.
Enterprisetalk
Mark
CMO's top 10 martech stories for the week - 9 June
Great e-commerce article!
Vadim Frost
CMO’s State of CX Leadership 2022 report finds the CX striving to align to business outcomes
Are you searching something related to Lottery and Lottery App then Agnito Technologies can be a help for you Agnito comes out as a true ...
jackson13
The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration
Thorough testing and quality assurance are required for a bug-free Lottery Platform. I'm looking forward to dependability.
Ella Hall
The Lottery Office CEO details journey into next-gen cross-channel campaign orchestration
Great Sharing thoughts.It is really helps to define marketing strategies. After all good digital marketing plan leads to brand awareness...
Paul F
Driving digital marketing effectiveness