Sainsbury’s has removed responsibility for customer services from its
retail operation and handed it to Kevin McCarten’s marketing department,
in the clearest signal yet that this will continue to be the key
battleground for customers in 1997.
McCarten is also to head the supermarket chain’s fledgling banking
venture with the Bank of Scotland by taking a seat on the new board,
which is to be announced in the new year.
McCarten, who has just completed his first year, will take control of
customer service from the retail division in January.
His aim is to enforce Sainsbury’s commitment to customers with better
service and marketing initiatives.
McCarten has chosen his operational marketing director, Mike Conolly, to
head the new customer services department. Head-hunters have been
briefed to trawl London’s advertising and marketing agencies for a
replacement to look after day-to-day marketing operations.
Sainsbury’s has handed McCarten a key role in devising the strategy for
its new banking operation, which will be launched in January.
Sainsbury’s business development director, Richard Chadwick, who oversaw
the project, will also be given a seat on the board.