Qantas marketer takes the reigns of customer leadership at the Australian airline
Qantas chief marketing officer, Stephanie Tully, has been promoted to the role of chief customer officer within Qantas.
Tully, the former executive manager of group brand and marketing and CMO of loyalty, has been with Qantas for more than 15 years in various roles. Her work culminated in securing third position in the 2017 edition of the CMO50.
Tully takes over from Vanessa Hudson, who left the role following her appointment as CFO in May this year. She will report directly to Qantas Group CEO, Alan Joyce, and join the group leadership team.
“Stephanie joined Qantas 15 years ago and has worked in a variety of positions across the operational, commercial, customer experience, marketing and strategy areas of the airline and loyalty business,” Joyce said. “This experience means she brings a deep understanding of our business and customers, and her appointment highlights the depth of talent in our group executive team.
“We’re making some big investments in marketing, digital, service and product – including the A380 cabin upgrade, new lounges, new aircraft and training for our people. Part of Stephanie’s focus is making sure these investments deliver for customers as well as the Group,” Joyce added.
Tully moves into her new role from today. This follows the travel giant announcing an overhaul of its Frequent Flyer Loyalty Program in June.
Qantas will offer more than one million extra rewards seats, a new lifetime qualification and tiered Points Club for non-flying spenders as part of a $25 million investment into its Frequent Flyer loyalty program.
The ASX-listed airline said changes announced to its customer loyalty program represent the biggest overhaul in its 32-year history and are about shaking up the way members are recognised and rewarded.
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.
Welcome to Launch Marketing Council’s new 3-part series focused on unlocking the secrets of launching brands, products and service by exploring real-life examples from Australia’s marketing elite, in conjunction with the independent agency Five by Five Global.
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.
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.
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?
Algorithms that can make sense of unstructured data is the future. It's great to see experts in the field getting together to discuss AI.
Sumit Takim
In pictures: Harnessing AI for customer engagement - CMO roundtable Melbourne
Real digital transformation requires reshaping the way the business create value for customers. Achieving this requires that organization...
ravi H
10 lessons Telstra has learnt through its T22 transformation
thanks
Lillian Juliet
How Winedirect has lifted customer recency, frequency and value with a digital overhaul
Having an effective Point of Sale system implemented in your retail store can streamline the transactions and data management activities....
Sheetal Kamble
Jurlique’s move to mobile POS set to enhance customer experience
I too am regularly surprised at how little care a large swathe of consumers take over the sharing and use of their personal data. As a m...
Catherine Stenson
Have customers really changed? - Marketing edge - CMO Australia