Stephanie Tully promoted to chief customer officer

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.  

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