Prominent B2B marketing leader Suzana Ristevski adds customer experience to her portfolio in newly created position.
Improving customer experience (CX) will be a critical responsibility for new NAB marketing leader Suzana Ristevski.
The biggest clue is in her title – the Australian bank has appointed Ristevski as its first Executive General Manager, Marketing and Customer Experience.
The former long-time General Electric CMO became acting executive general manager of marketing after Andrew Knott left the bank in July. She came to NAB in January 2017 as general manager of business bank marketing and customer strategy.
Chief Customer Experience Officer Rachel Slade says NAB brought together the two teams to drive a single CX strategy.
“Over the past year and a half we have invested heavily in building our CX capabilities,” Slade says. “This change is about strengthening our CX capability further, to deliver on common goals across our marketing and CX teams. Ultimately, this is about driving faster decision-making focused on our customers as we listen and act differently.”
“Suzana is a great leader and has already been instrumental in bringing together marketing and CX into one business, along with providing clear leadership direction to the team.”
Ristevski, who spoke at the first B2B Marketing Leaders Forum event in Melbourne in November 2018, says she is looking forward to taking on the dual role.
“I see incredible value in bringing CX and marketing together to deliver better experiences and communications that are absolutely focused on our customers,” Ristevski says.
“I feel incredibly lucky to lead such a wonderful group of marketing and CX experts.”
Before joining GE, Ristevski worked in marketing and leadership roles at Optus and MBF. She sits on the Marketing Advisory Board at Monash University.
B2B Marketing Leaders Forum APAC events will be held in Sydney, Singapore and Melbourne in 2019. See here for more information.
Further reading: The key audience B2B marketers often ignore