Qantas appoints new chief customer and digital officer in leadership shake-up
The Qantas Group has introduced a new group management committee structure, including a new chief customer and digital officer, under its incoming CEO Vanessa Hudson.
Catriona Larritt, now the executive manager of Qantas Freight, will replace current chief customer officer Markus Svensson. According to the group’s ASX announcement, the latter will become the new CEO of Qantas Domestic.
Catriona Larritt
Larritt will also add technology responsibility to her role and become the chief customer and digital officer, which reflects the increasing role that digital plays in customer experience, the group said.
Qantas’s chief marketing officer role is unaffected but will sit outside the new group management committee.
Other appointments include a new chief financial officer, chief people officer, CEO of QantasLink and chief risk officer. These positions will become fully effective from 2023.
Incoming CEO Vanessa Hudson said: “Investing in digital is a huge part of our plans to keep improving customer experience.
“Through the website and app, we can put a lot of power in people’s hands to control their journey and access real-time information. That’s why we are adding responsibility for technology to the chief customer officer’s portfolio.”
The news came after another one of the biggest Australian brands, Coles, decided to replace the chief marketing officer role with a new chief customer officer, Amanda McVay.
The full list of the committee:
- Group CEO – Vanessa Hudson
- General Counsel and Group Executive, Office of the CEO – Andrew Finch
- Chief Customer and Digital Officer – Catriona Larritt
- Chief Financial Officer – Rob Marcolina
- Chief Corporate Affairs Officer – Andrew McGinnes
- Chief Risk Officer – Andrew Monaghan
- Chief Sustainability Officer – Andrew Parker
- Qantas Domestic CEO – Markus Svensson
- Jetstar CEO – Stephanie Tully
- Qantas International CEO – Cam Wallace
- Qantas Loyalty CEO – Olivia Wirth
- Chief People Officer – (Recruitment underway)
- QantasLink CEO – (Recruitment underway)
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Darcy Song was a reporter at Mumbrella, covering media owners, adtech and social platforms. She left in October 2023.
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Curious move, given that Neil Lawrence’s work on the brand saved the share price from hitting the ditch in 2012. Without marketing on the management team, they could be up Eastern Creek without a paddle.
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