Mercer has appointed a Chief Customer and Marketing Officer to the Pacific Market Leadership Team to direct the firm’s enhanced customer experience capability and lead the consolidated consumer and business marketing functions.
Renee McGowan, who has 17 years’ experience in financial services across Asia, Europe and the Pacific, specialising in customer service, business strategy and marketing, has been promoted to the new role, effective immediately.
Ms McGowan will retain the responsibilities of her previous role, Customer Service and Advice Leader, which most recently has focused on integrating Mercer’s core customer channels - contact centre, digital, retail marketing and financial advice – to provide a seamless customer experience.
The new role will expand Ms McGowan’s scope to direct consumer and business marketing for Mercer’s full range of talent, health, retirement and investments products and services.
Mercer’s Managing Director and Market leader, Ben Walsh, said “Renee’s skills and experience will be invaluable as we continue to evolve our customer service capabilities and marketing strategies.
“This important change to Mercer’s leadership team positions us well to bolster our customer experience capability for existing clients, and demonstrate value to potential new clients through our marketing outreach.
“It will also add immense value to the way we work with clients across the full breadth of Mercer’s products and services”.
Mercer is a global consulting leader in talent, health, retirement and investments. Mercer helps clients around the world advance the health, wealth and performance of their most vital asset – their people. Mercer’s more than 20,000 employees are based in more than 40 countries and the firm operates in over 130 countries. Mercer is a wholly owned subsidiary of Marsh & McLennan Companies (NYSE: MMC), a global professional services firm offering clients advice and solutions in the areas of risk, strategy and people. With 57,000 employees worldwide and annual revenue exceeding $13 billion, Marsh & McLennan Companies is also the parent company of Marsh, a leader in insurance broking and risk management; Guy Carpenter, a leader in providing risk and reinsurance intermediary services; and Oliver Wyman, a leader in management consulting. For more information, visit www.mercer.com.au Follow Mercer on Twitter @MercerAu