- Helen Carroll joins in newly created role of Head of Brand and Customer Experience
- Wendy Rumble joins and takes on new role as Head of Customer Planning & Events
- Caroline Kinsman is promoted to become Head of Channels
Waitrose has today announced plans to bolster its customer team with two senior appointments designed to optimise the retailer’s relations with its customers and an internal promotion. Helen Carroll will join Waitrose as Head of Brand and Customer Experience on 31 October. Helen is currently Head of Community Strategy and Engagement at the Co-operative group, where she’s been responsible for making sure that the group delivers on purpose as an integral part of the brand proposition. Her wealth of experience - spanning two decades with the Co-operative group - brings a huge knowledge of the retail sector and convenience formats as well as bringing purpose to life for customers. She was previously Head of Brand where she developed the brand proposition, identity and communications strategy across the Co-op. Helen said: “It will be really exciting to be part of enhancing and translating the strength of the Waitrose brand through every customer touchpoint by bringing the brand and customer experience teams together. The Waitrose brand brilliantly combines value with values which the new team can ensure the customer feels the benefit of at every stage of their journey.” Additionally Wendy Rumble joins the business as Head of Customer Planning and events - a new role to develop our relationships with customers and ensure consistent messaging across the entire customer experience from marketing to in store messaging and events. Wendy was most recently Head of Sales at HiPP Organic, where she’s provided strategic leadership for the UK and Ireland customer sales teams. She has also held senior roles within Johnson & Johnson, Britvic Drinks and Diageo UK. Wendy said: “It's a privilege to join the Partnership and work to ensure we are delivering co-ordinated and relevant messages or experiences to customers every time they interact with the Waitrose brand.” In a third key appointment Caroline Kinsman moves from her existing role as Head of Digital & Social Marketing to become Head of Customer Channels. The new role brings together all of Waitrose Customer Channel marketing to drive efficiency and effectiveness, as well as increased personalised communication. Caroline added: “I am really excited to build a team that will bring our brand alive in a consistent way across all our marketing channels and develop our ‘food to feel good about’ message.” Nathan Ansell, Customer Director, Waitrose said: “Helen and Wendy both bring substantial retail, grocery and commercial expertise into the Customer Leadership team and we are thrilled to have them on board. I am also delighted that Caroline Kinsman will be taking on the important role of Head of Customer Channels. “We already enjoy huge brand loyalty, but by joining the brand experience and customer experience under their leadership we aim to take our relationships with customers to the next level - bringing the Waitrose brand alive in a more assertive and consistent way across the customer experience.” | 
