NEWS23 January 2015

BA creates standalone customer experience unit

UK — British Airways (BA) has appointed Abigail Comber to the newly-created role of head of customer, as part of a restructuring of its marketing team.

According to The Drum, Comber’s new role will involve managing the airline’s customer service transformation, innovation, brand proposition and research and insight.

All marketing communications activity will now fall under the remit of chief commercial officer Andrew Crawley. Sara Dunham, currently head of retail and direct, will also take on additional responsibilities as head of marketing, retail and direct.