THE ICONIC has appointed Dean Chadwick chief customer officer, a new role replacing the CMO position.
Chadwick will lead both the retailer’s product and marketing teams.
He brings significant experience to the role, having held customer positions in both Australia and the UK, most recently serving as interim CEO of Virgin Australia’s Velocity Frequent Flyer program.
Chadwick: “THE ICONIC has been a business I have long admired. Within the industry, THE ICONIC is renowned for its steadfast commitment to being customer-first, but it wasn’t until I met the team that I really understood exactly how 'customer obsessed' it truly is.
"Every single business decision is made with the shopper in mind, which makes the chief customer officer position incredibly exciting. I look forward to bringing my customer loyalty experience to the role as we work to further actualise the future of shopping.”
Erica Berchtold, THE ICONIC CEO: “After a decade of operation, THE ICONIC is well and truly part of the fabric of Australian and New Zealand life, particularly after the last two years where shoppers across the country have come to rely on our unparalleled assortment and outstanding delivery proposition.
"While we’ll always be proud of our start-up roots, we are a business that is scaling rapidly in a landscape that is constantly shifting, so we needed to rethink our internal structure to set ourselves up for a new era of retail. The newly created Chief Customer Officer role does exactly that, bringing together our Product and Marketing functions to further strengthen our commitment to deliver seamless and inspiring customer experiences, while continuing to define the future of shopping in ANZ.
"With extensive experience in customer-centric leadership roles and a sharp ability to anticipate the needs and wants of customers now and into the future, I am delighted to welcome Dean to the team as he takes up this pivotal position within our business.”
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