Mark Buckman returns to Australia as MD of customer and retail to drive Foxtel
Buckman: new Foxtel MD of customer and retail
Mark Buckman, former head of marketing for the Commonwealth Bank and Telstra, is returning to Australia to join Foxtel.
Perhaps Australia’s best known marketer, Buckman will take on the role of managing director – customer and retail as part of a restructure that will see him in charge of all sales and marketing functions and customer service options.
Foxtel CEO Peter Tonagh said it was a major hire for the subscription TV brand.
“Mark Buckman is a globally recognised business leader,” said Tonagh.
“Having worked most recently in London, Buckman has many years of experience in two of Australia’s most significant businesses and an undisputed record of success in changing consumer perceptions and building customer loyalty.
“Mark has a true understanding that companies only win and retain customers if they pay close attention to the total customer experience – from the marketing message that attracts them to the process by which they join and the service they receive when they have questions or requests or need problems solved.
Tonagh said the Buckman would join Foxtel in June and the move will see him take control of the complete customer experience.
“I have decided to restructure key aspects of Foxtel’s business so that Mark will take responsibility for both Foxtel’s sales and marketing functions and all customer service operations,” he said.
“He will ensure that a Foxtel customer’s experience is second to none. This will drive customer loyalty and advocacy, which will further support sales growth.
“Mark will be responsible for further developing Foxtel’s brand, which is synonymous with the best content from Australia and around the world, and an amazing entertainment experience. He will ensure that the attributes of our brand are present at every customer touch-point.
“I am particularly pleased to have Mark coming on board as his previous experience with Telstra Media means that he knows the Foxtel business well and will really hit the ground running.”
Buckman said he was excited to be returning to Australia to work with Foxtel.
“I am delighted to be joining the Foxtel leadership team at such an exciting time,” Buckman said.
“With a line-up of amazing Australian and international drama, entertainment and factual programs and brilliant live sport, Foxtel provides the best entertainment available in Australia. By combining the marketing, sales and customer service teams we will be able to create a seamless and fantastic experience for all our customers.”
Buckman left Australia in 2014, having overseen a complete revamp of Telstra’s marketing, creating a singular look for what had been a fragmented brand.
He joined the telco from the Commonwealth Bank where he had similarly revitalised the brand.
The announcement:
Foxtel Chief Executive, Peter Tonagh today announced that Mark Buckman would join Foxtel as Managing Director, Customer and Retail, commencing in June.
“Mark Buckman is a globally recognised business leader,” said Mr Tonagh. “Having worked most recently in London, he has many years of experience with two of Australia’s most significant businesses and an undisputed record of success in changing consumer perceptions and building customer loyalty.
“Mark has a true understanding that companies only win and retain customers if they pay close attention to the total customer experience: from the marketing message that attracts them, to the process by which they join, and the service they receive when they have questions or requests or need problems solved.
“Therefore, I have decided to restructure key aspects of Foxtel’s business so that Mark will take responsibility for both Foxtel’s sales and marketing functions and all customer service operations. He will ensure that a Foxtel customer’s experience is second to none. This will drive customer loyalty and advocacy, which will further support sales growth.
“Mark will be responsible for further developing Foxtel’s brand which is synonymous with the best content from Australia and around the world and an amazing entertainment experience. He will ensure that the attributes of our brand are present at every customer touch point.
“I am particularly pleased to have Mark coming on board as his previous experience with Telstra Media means that he knows the Foxtel business well and will really hit the ground running,” Mr Tonagh said.
Mr Buckman said, “I am delighted to be joining the Foxtel leadership team at such an exciting time. With a line up of amazing Australian and international drama, entertainment and factual programs and brilliant live sport, Foxtel provides the best entertainment available in Australia. By combining the marketing, sales and customer service teams we will be able to create a seamless and fantastic experience for all our customers.”
“Following the recent appointment of Deanne Weir, Mark completes the team that will guide Foxtel over the coming years. That team is very strong and Mark’s appointment only makes it stronger,” Mr Tonagh concluded.
Prior to joining Foxtel Mr Buckman was Chief Strategy Officer of Accenture Interactive in London. Before that he was Group Managing Director, Media and Marketing and Chief Marketing Officer at Telstra. Mark has also held positions as Chief Marketing Officer at the Commonwealth Bank and as Chairman and CEO Pacific Region of advertising agency McCann World Group.
Simon Canning
Good – As a long term customer-my experience lately has been sad…..
I cannot get Pay per view movies anymore because I don’t have the right ” thing” have no idea what it is,no info sent to me-no phone call.I called one day for tech help and was told-was also told they would send me out the”thing” never received it-cannot watch pay per view-I used to love pay per view -I miss it…. not good Foxtel.You are all about aquisitioning cusomers-what about the old faithful 20 yr old customers……neglected.I used to rave about Foxtel being my favourite brand-sad really..
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I wonder if they’re hiring for the dales team and what requirements are needed
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Great world class hire Peter, the best in the business. Congratulations Mark
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Congratulations Mark!
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Congrats, will be interesting, tough sell with mounting changes in the SVOD world to keep foxtel relevant
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N – have you got it plugged into the modem? That “thing”?
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Great hire PT – really good decision
Mark is an exceptional operator and will be a great fit for this business.
Congrats Mark
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Foxtel has big challenges. But the fundamental is not going to be fixable: today’s consumers can cherry pick and Foxtel is a bundle player. Of course they could make the whole schedule ppv but I suspect that would merely prove that the bulk of the bundle has little value to most people.
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‘N’ – I had exactly the same experience with customer service…. couldn’t get pay per view movies or on demand, called foxtel – 35 min wait to talk to someone, they had upgraded their system and my box was outdated, there was little help or concern for a 10+ year customer so I cancelled on the spot. Now subscribing for netflix and love it, plus it’s $120 cheaper per month.
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Thanks ben – I do -it’s like AI said my box is outdated-nobody thought to tell me-I needed the “thing” then like I said-they said they would send it to me and never did……. bad bad customer service-just terrible…………
I watch lots of shows that are on Foxtel only AI -that’s why I stay there-pity about the movies-cannot be bothered to call them to send me the “thing” ….lolol
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Congrats to Mark, a disruptive operator never afraid to try new things and shake it up. I look forward to seeing what’s next as its a tough gig
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Hi N, the “thing” you may require is a power line adaptor. This is only required if your ADSL or Cable modem is not able to be connected to your Foxtel box via an ethernet cable directly, due to the distance between the devices. If you have an IQ2 or later model IQ1 box then these are internet compatible. Maybe there was a tech issue with your order completing or a clerical error when inputting your address. Good luck.
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Excellent hire for Foxtel. Mark is one of the best.
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Foxtel model is broken – can’t compete at netflix/ stan pricepoint
Let’s see what Mr Buckman will do about this.
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Been paying 100 bucks a mth to Poxtel for years , the most annoying thing is the ad breaks they are incessant…same ads non stop or incessant channel promo clips.
I think most of us pay 100 + per mth with expectations not to see this rubbish.
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Anyone know how where I can find TV1 in the new guide?
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Does this reshuffle mean we might get TCM back?
Need to have Australian based Customer service. Am sick of being sent o/s to talk to people who can’t be understood and who only work off a Fact Sheet. Very frustrating, once sent to 3 different countries with no resolution. All I wanted was for a technician to come to the house.
Ended up with 3 units which failed over 8 mths and no return documents with them either even after ringing multiple times.
Finally found a technician who sent them back for me…..now just received a letter saying I have unrecovered equipment which i may be charged for.Will this new team sort these problems out as not impressed!…. Netflix is looking enticing …
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