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Yell Hires Chief Customer Experience Officer
UK-based Yell Group, which began life as the online version of Yellow Pages and now offers a variety of digital services, has appointed former Sitel exec Tim Schuh in the new role of Chief Customer Experience Officer.
Yell provides 'local eMarketplace' services for consumers and SMEs in the UK, US, Spain, Chile, Peru and Argentina, building from its base in digital and print directories to address wider needs such as growth, transactions and online efficiency. In the year ended 31 March 2011 the Group boasted 1.3 million SME customers.
Schuh has more than more than twenty years' client and general management experience with global outsourcers. In the latter part of his six years at business process outsources Sitel Corporation, he was General Manager, Northern EMEA, responsible for leading a 10,000-employee, $300 million revenue business. Earlier he oversaw the Operations function, and spent two years as COO for the Americas. He is a certified public accountant and spent the first sixteen years of his career with APAC Customer Services in roles including consulting, global services and operations support.
In his new role, reporting to Group CEO Mike Pocock and based in Houston, Texas, he will help lead the drive to make Yell 'a full-service business and marketing partner to small-and-medium-sized enterprises (SMEs) and a trusted source for consumers searching for and connecting to local businesses'. Specifically, Schuh will lead the transformation of the Group's end-to-end customer service and support capabilities, making the company 'easier-to-do-business-with' and by providing excellent pre- and post-sales service.
Pocock comments: 'Tim has a formidable track record of delivering transformational programmes that dramatically improve customer satisfaction and improve operational efficiency while reducing costs and driving revenue. At Yell, his expertise and insight will help us create a global, customer-centric service philosophy that will re-enforce our position as a valued partner to SMEs and consumers.'
Web site: www.yellgroup.com .
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