House of Fraser announces internal promotions within Customer Team

British department store group, House of Fraser, has announced a series of promotions within its Customer Team today, effective from March 1, 2016.

First up for promotion is Sarah Baillie, who has been promoted from her role as Head of Digital Product Management, a position she held for 8 months, to Director of Digital Product. In her new role, Baillie will be responsible for the Digital Product Management, Project Office and Customer Experience team and has been tasked to improve HoF digital proposition. She is set to replace Mark Madden, whose contract is set to end this month, as he joined the team on a temporary capacity. Madden primary objective during his team at HoF was to mentor Baillie to take on the role, but he has also been credited with setting up the operational model for the digital product team and ongoing development of the web platform.

In addition, Maddie Melson has been promoted from her role as Head of Customer Insight, a position she held for 9 months, to the newly created position of Director of Customer Insight. In the new position, Melson will be in charge of the new customer insight department which was developed at the end of 2015 as part of House of Fraser’s customer-centric restructure. She has been tasked with leading the company's initiative of placing the customer at the centre of all decision making and will ensure that HoF always places the "customer first."

"We are delighted to announce the promotions of Sarah and Maddie," commented Andy Harding, Chief Customer Officer in a press release. "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."