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

Blog Posts

Taking performance cues from east Asian markets

As the ‘Asian century’ becomes ever more prevalent and the Fourth Industrial Revolution gathers speed, marketers are having to surf a tidal wave of creative destruction. The choice is stark: Embrace change, or resign yourself to a Darwinian fate.

Dr Chris Baumann

Associate professor, Macquarie University

Searching for social and marketing data

Many marketers, agencies - and everyone in between - get caught up on bubble references and data points. They’ll use Facebook best practice as the only best practice for Facebook executions and only consider metrics and responses of the one channel they’re expected to deliver on.

Isaac Lai

Connections strategy lead, VMLY&R Sydney

Why Australia needs more leaders

A few weeks ago, our Prime Minister, Scott Morrison took it upon himself to tell companies and their CEOs where to go when it came to societal issues. It wasn’t an organisation’s place to get involved. Instead, he said it should be left to governments to solve societies challenges.

Dan Banyard

Managing director, Edentify

Thanks for sharing! Terracotta Jewellery Online Shopping Ethnic Jewellery Online Shopping

Cotton Sarees Online

How data is driving the customers of a lifetime for BaubleBar

Read more

Informative blog. Xero is a well-known revolutionized accounting software, specifically developed to provide best User Experience and mak...

NavkarConsultancyServices

Xero evolves to fit a changing marketplace

Read more

>Writes article about how to show diversity in an authentic way>All featured opinions are from white women

Jennifer Metcalfe

Food for Thought: How can brands show diversity in an authentic way?

Read more

Excellent post, congratulations !!! - Prof Paulo Coelho | https://www.drpaulocoelho.c...

Prof Paulo Coelho

The B2C and B2B marketing transformation helping Invisalign win more smiles

Read more

Great article - but regarding "For a team to achieve their full potential, Edmonson also advises leaders balance psychological safety wi...

Sim

3 skills you need to drive better collaboration - Business leadership - CMO Australia

Read more

Latest Podcast

More podcasts

Sign in