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House of Fraser bolsters its Customer team

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House of Fraser has made promotions in its Customer team, effective from 1 March 2016.

Sarah Baillie has been promoted to Director of Digital Product, taking on responsibility for the digital product management, project office and customer experience teams. Her remit will be to deliver change and improvements to the department store retailer’s digital proposition.

Baillie is replacing Mark Madden, whose contract ends at the end of this month. Mark joined the business, in a temporary role, with the primary objective to mentor Sarah up to director level. Madden helped set up the operating model for the digital product team and the ongoing development of the web platform.

Maddie Melson has been promoted to the new position of Director of Customer Insight. Melson runs the new customer insight department which was developed at the end of 2015 as part of the high street stalwart’s customer-centric restructure. She will lead the initiative of putting the customer at the “heart of all decision-making”.     

“We are delighted to announce the promotions of Sarah and Maddie,” said Chief Customer Officer Andy Harding. “They are key members of our Customer Team, created in 2015 as part of our pioneering restructure. We wish them both the very best in their new roles. I would also like to take this opportunity to thank Mark for the huge contribution that he has made to the business in the six months that he has been here. We wish him our best for his future endeavours.”


Published on Wednesday 24 February by Veebs Sabharwal

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