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

yes AI should be a course so many People Use AI https://g-techsolutions.com...

M Abdullah Khan

Is AI on course to take over human creativity? - Modern creative - CMO Australia

Read more

Extremely informative. One should definitely go through the blog in order to know different aspects of the top retail technology.

Pooja Gupta

Donut King takes in-store marketing to the next digital level

Read more

this is very benefit for us we can through all the thing in this and its very benefit for city personhttps://g-techsolutions.com...

M Abdullah Khan

What does the Oculus Rift launch mean for marketers?

Read more

as we all known AI is very spread and alot of companies used ai and we take alot of work from AI https://g-techsolutions.com...

M Abdullah Khan

Making sense artificial intelligence - Food for thought - CMO Australia

Read more

virtual marketing have as much benefits as also disadvantageshttps://g-techsolutions.com...

M Abdullah Khan

The ethical debate facing marketers around virtual reality - Data-driven marketing - CMO Australia

Read more

Blog Posts

Brand storytelling lessons from Singapore’s iconic Fullerton hotel

In early 2020, I had the pleasure of staying at the newly opened Fullerton Hotel in Sydney. It was on this trip I first became aware of the Fullerton’s commitment to brand storytelling.

Gabrielle Dolan

Business storytelling leader

You’re doing it wrong: Emotion doesn’t mean emotional

If you’ve been around advertising long enough, you’ve probably seen (or written) a slide which says: “They won’t remember what you say, they’ll remember how you made them feel.” But it’s wrong. Our understanding of how emotion is used in advertising has been ill informed and poorly applied.

Zac Martin

Senior planner, Ogilvy Melbourne

Why does brand execution often kill creativity?

The launch of a new brand, or indeed a rebrand, is a transformation to be greeted with fanfare. So why is it that once the brand has launched, the brand execution phase can also be the moment at which you kill its creativity?

Rich Curtis

CEO, FutureBrand A/NZ

Sign in