Co-op appoints head of customer relationship management

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The Co-op has appointed Phil Barker as head of customer relationship management (CRM) and customer experience as part of plans to grow its data and loyalty team.

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Barker joins from the BBC, where he was CRM lead, responsible for customer relationship strategy and digital engagement across all channels and services.

The role will see Barker lead the business as it develops a new data and loyalty centre of excellence, bringing data, insight, membership, CRM and customer experience together to deliver more value to members, customers and communities.

Phil said: “I couldn’t resist the opportunity to join such a purpose-led organisation at this exciting time. I’m looking forward to bringing my expertise to help develop their ambitious plans for membership and joined-up customer engagement across all channels and services.

“Co-op’s investment in data and tech, with a real commitment to the highest standards in customer experience, has really impressed me.”

Charlotte Lock, director of data and loyalty at Co-op, added: “Championing communities through the Co-op customers and members that live in them is critical to our vision of Co-operating for a Fairer World. We can do that even more effectively by building meaningful relationships and rewarding experiences.

“We’re thrilled Phil is joining the team as his passion for insight and creativity really stood out coupled with a fantastic track record of leading teams to deliver rewarding customer journeys.”

The appointment follows the relaunch of the Co-op’s membership offering and launch of its digital membership app in 2020 to 4.3 million members.