MetLife appoints first chief customer and marketing officer

Newly installed CEO says the fresh executive-level position is about emphasising a customer-centred strategy and builds on its growth agenda

Chesne Stafford
Chesne Stafford

MetLife Australia says its decision to create a chief customer and marketing role is about elevating the role and cultural approach within the business.

The financial services and insurance provider has promoted Chesne Stafford to be its first chief customer and marketing officer from her former position as chief distribution officer, which she has held since 2015. Stafford has 20 years’ experience in the financial services space, including lead generation, state management and sales strategy roles with MLC, NAB Wealth and OnePath prior to joining MetLife.

To fill the distribution gap, MetLife has also brought on former executive GM of growth, advice and marketing at Sunsuper, Michael Mulholland. Among his achievements are helping the superannuation fund grow from a $25 billion to $66 million business boasting of 1.4 million members.

“These appointments are a boost to our bench strength in customer and marketing, and sales and distribution,” MetLife CEO, Richard Nunn, said. “We plan to grow the business and to be able to do that, we need the right capabilities at the most senior level. I see the need to push harder in both these areas as the way forward to making a real impact on the market and ultimately, our customers.”

Stafford’s promotion comes off the back of building the group’s distribution strategy, which helped propel MetLife to third position in the market for group insurance, Nunn continued.The leadership reshuffle also comes off the back of Nunn’s own appointed to CEO in May 2019 and form part of a new business roadmap focused on customer centricity and growth.

“This new role is an opportunity to apply her skills and expertise in distribution with a customer lens,” he explained. “We need someone always championing our customers, and making sure we’re creating experiences that meet their needs and expectations.”

Mulholland, meanwhile, brings extensive experience in financial services as well as retail, Nunn said.

“At a time of unprecedented change in  the market, we need to consolidate and maintain our strong position in established channels such as group [insurance], while looking to find new areas for growth,” Nunn added.

MetLife previously maintained a chief product and marketing officer, Tim Tez, but didn’t directly replace the position following his departure to AIA as chief strategy officer in 2017.  Tez is now chief health insurance officer at AIA.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, follow our regular updates via CMO Australia's Linkedin company page, or join us on Facebook: https://www.facebook.com/CMOAustralia.  

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Latest Videos

More Videos

Modernization on marketing to promote products and business is really a big leap especially the age of social media. Thanks for sharing s...

Brayden Manchee

How National Tiles used digital personalisation to deliver 15 per cent of revenue online

Read more

Great write-up. I wrote an article about ASMR as well and the top ASMRtists:https://medium.com/illumina...

Dexx Mason

ASMR: Flash in the marketing pan, or something more?

Read more

Nice to be visiting your blog once more, it has been months for me. best mp3 converter

Yolanda R. Skillman

Melbourne Fashion Week: Using digital and insight to drive engagement and attendance

Read more

Typically I visit your web journals and get refreshed through the data you incorporate yet the present blog would be the most obvious bes...

Yolanda R. Skillman

What automated design is going to do to 3D printing and product customisation

Read more

I am overpowered by your post with such a decent theme. best mp3 converter

Yolanda R. Skillman

Report: Accountability key to marketing's influence in business

Read more

Blog Posts

Why direct response advertising is winning this year

In response to the COVID-19 crisis, brands around the globe are going into hibernation and waiting out the ongoing storm. CMOs have dramatically slashed their budgets across every single form of media, digital included.

Sabri Suby

Founder, King Kong

Taking back control of your tech

To win in customer experience, brands need to take back control of their technology.

Michael Titshall

VP, managing director, R/GA Australia

Brands with internal customer insights capability will survive and even thrive

According to The Australian Bureau of Statistics, two-thirds of Australian businesses across all sectors have reported taking a hit to revenue or cash flow due to COVID-19. About one in 10 said they have paused trading altogether. In 70 per cent of cases, this was due to COVID-19.

Pip Stocks

CEO of BrandHook and founder of Hearsay

Sign in