O2 has appointed Feilim Mackle in the new role of sales and service director following a restructure last year.
Former Natwest employee Mackle will take on the role in July. He will serve on the Telefónica UK board and report to O2 UK CEO Ronan Dunne.
The role was created in December when O2 reorganised its customer service and sales areas to deliver a ‘seamless and consistent experience’ across all channels, including online, retail and telephone.
Mackle has over 20 years financial services experience holding board level positions and UK wide leadership roles, most recently at Resolution Limited where he was COO. Prior to that he was executive director of life and pensions operations for AEGON UK and MD for retail banking at the Royal Bank of Scotland Group, responsible for RBS and NatWest’s UK retail branch networks.
Dunne said: ‘This is an exciting time for Telefónica in the UK. Our customer service is acknowledged to be the best in the market, but the bar is rising higher and higher as we launch new services and enter new markets such as O2 Money and O2 Insurance. Feilim, with his formidable track record, will now lead us into the next phase and deliver our vision for the future of sales and service.’
Mackle said: ‘This is a terrific opportunity to join a company that wants to continually excel in understanding and meeting customer needs in a competitive, innovative, industry.’
Customer service director Cheryl Black announced in December she would leave O2 to concentrate on her non-executive roles. She leaves at the end of May after nearly five years with the business.