People News, Features, and Interviews

Virgin Australia has confirmed the appointment of its chief customer and digital officer and recruited a new Velocity CEO as part of a fresh executive leadership team full of aviation experience announced today.

Foxtel’s chief customer, marketing and sales officer, Kieren Cooney, is returning from pay TV back to his telecommunications roots and joining TPG group as group executive of consumer from March.

Commercial vehicle manufacturer, Hino Australia, has promoted its brand and marketing leader and elevated customer support as part of an executive reshuffle aimed at improving customer focus across the organisation.

Virgin Australia has brought on a chief customer and digital officer in a step its CEO says will help the airline’s transformation as it steps up plans for 2021.

Homegrown construction tendering software player, EstimateOne, has confirmed MYOB’s customer success chief as its new chief customer and commercial officer.

Commercial kitchen equipment provider, SilverChef, has created its first dedicated executive-level customer role and appointed Wotif Group’s former digital marketing leader to it.

Putting the emphasis on customer and employee experience has not only been Mecca’s most powerful marketing lever to date, it’s led the brand to open its biggest physical store yet in Sydney.

Insurance business, DUAL, tapped video to promote mental health awareness, celebrate events, brief staff and stakeholders and keep its unique internal culture alive during the coronavirus lockdown.

Tyre and auto repairs chain, mycar Tyre & Auto, has appointed a chief customer officer and set its sights firmly on making customer care the point of difference as it builds out its brand in Australia.

Digital marketing outfit, Sensis, has appointed Matt Mulligan as its new chief product and customer experience officer, tasked with the job of growing the business to be the country’s leading platforms business.

Foxtel’s chief marketing officer, Kieren Cooney, has gained end-to-end customer experience oversight under a raft of leadership and management team changes confirmed at the company last week.

A focus on safety, adapting products to circumstances and recognising the dotted line between employees and customers were common refrains from Hugo Boss and Post Office UK during this week’s Qualtrics 'Work Different' event.

More and more, consumers are looking for brands they can have an emotional connection with, says Kathmandu’s chief customer officer, Eva Barrett. And for the Australia and New Zealand-based outdoor apparel brand and retailer, credibility around sustainability will be key to achieving this as it works to build engagement locally and abroad.

Digital is a driver and catalyst for delivering company growth and transformation across industries. And both marketing and IT teams recognise its importance as a strategic tool and mechanism to deliver growth ambitions and outcomes. But without alignment between the two functions, organisations will only get so far in disrupting themselves and achieving the customer-led transformation required today, both sides agree.

Australian Ethical Investments is boasting of gender parity on its senior leadership team after bringing on a new chief customer officer as well as its first chief strategy and innovation officer.

Managing stakeholder expectations around the artificial intelligence (AI) journey, embracing an iterative approach and building internal capability are key lessons David Jones has learnt after transforming its customer service approach.

A physical mascot for customers in meetings, ruthless prioritisation, cross-functional teamwork and employee camaraderie are just a few ways Australian retail group, Super Retail Group, has ridden through the COVID-19 crisis.

A customer segmentation program gleaning the underlying motivations of flybuys members has not only been a strong tool during the crisis, it provides the key to responding in the new normal, says the group’s customer chief.

Arnott’s has confirmed Jenni Dill as its new chief marketing officer for Australia and New Zealand and appointed a chief customer officer under a new leadership structure.

Internal communications may not be the most glamourous task within the marketing function. But in a time of crisis, it plays a vital role in both distributing information and creating social cohesion among the workforce.

​NBN Co, operator of Australia’s national broadband network (nbn), has taken its customer ambassadors online with a new virtual offering designed to replace the face-to-face time lacking during COVID-19.