NEWS: McCarten takes on Sainsbury’s customer care

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.

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.



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