Waitrose bolsters customer team with three key appointments
Waitrose is strengthening its customer team with two senior appointments and an internal promotion.
Taking up her role on 31 October, Helen Carroll will join Waitrose as head of brand and customer experience from the Co-op where she is currently head of community strategy and engagement. Having worked at the Co-op for two decades, she was previously head of brand at the business where she developed the brand proposition, identity and communications strategy.
Meanwhile, Wendy Rumble is joining Waitrose in the newly created role of head of customer planning and events where she will be tasked with developing relationships with customers and ensuring consistent messaging across the entire customer experience.
Rumble was previously head of sales at HiPP Organic where she 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.
In a third appointment, Caroline Kinsman is moving from her existing position as head of digital and social marketing at Waitrose 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.
Nathan Ansell, customer director at 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.”
