EasyJet management shake up creates new Director of Customer role
All digital and marketing for easyJet is to be combined as part of a management shake-up. The team has restructured around the key areas of business travel, customer experience and digital innovation.
Ian Cairns is promoted to the newly-created role of director of customer and James Millett to the combined post of director of digital and marketing.
The airline’s head of business Anthony Drury is leaving the airline to move to the Far East with his family.
Cairns’s new role includes driving forward the budget airline’s business strategy as well as taking responsibility for all customer contact, including contact centres.
All digital and marketing activities will be brought together under Millett. This comes as the number of bookings made via mobile devices continues to rise and to stand at 20%.
Around 20% of easyJet’s passengers, or 12 million a year, travel for business, with that number expected to continue to increase.
More than 135 corporate agreements were signed during the 2015-16 financial year – a 25% increase against the previous 12 months.
Chief commercial officer Peter Duffy said: “Driving progress with business, our overall customer service and digital is crucial to easyJet’s success going forward.
“Ian and James are two of our most talented young executives and they have proved highly effective over the last few years. It is great to be able to recognise this with such significant promotions.”
He added: “Anthony made a huge contribution to easyJet’s business travel team over the last three years.
“During this time, he continued to grow the number of business passengers flying with easyJet, strengthen the airline’s relationships with GDS providers and increase the number of corporates businesses choosing the airline.”