Wednesday, December 4, 2024

The Access Group makes appointments to lead on customer experience, people and sustainability

Loughborough’s The Access Group, providers of business management software for small and mid-sized organisations, has made three new senior hires.

Caroline Fanning has been announced as chief employee success officer, replacing Claire Scott who has retired from the business after more than six years leading the people function.

Before joining The Access Group, Caroline was chief people officer at Avanade, where she delivered a successful growth-orientated people strategy to support the company’s expansion, elevating employee experiences to attract, develop, reward and retain skilled talent.

Caroline joined Avanade in 2016 as Europe HR lead. In 2018, she assumed responsibility for global business HR, working with teams on initiatives such as using predictive analytics to manage attrition, organisational effectiveness and developing a consistent employee experience.

Mark Billingham has been appointed as chief customer experience officer. Mark previously held the position of managing director for Capita Experience UK where he looked after Capita UK’s portfolio of customers focused on CX transformation and providing positive outcomes for major blue-chip companies across multiple industries.

A six-month stint as interim CEO saw him successfully support the restructuring of the business and drive growth.

Mark’s previous roles include executive leadership roles at retailer Very, British Gas and Vodafone.

While he was CX leader at Very, it was recognised as industry leading, culminating in being recognised as “Best in Europe” at the European Customer Service Awards in 2021.

Leading on delivering The Access Group’s sustainability agenda, Carla Matthews joins in a newly created role as director of sustainability. Carla has more than 15 years of experience in leading change and embedding sustainability into core operations across technology, professional services and manufacturing sectors.

Working across various countries, she has helped firms identify opportunities and mitigate risks, improve cost-cutting programmes and influence buy-ins across multidisciplinary global teams.

She most recently worked at RWS Holdings plc where she led a three-year framework with four ESG pillars. The strategy included setting up a system to capture carbon emissions data and a carbon reduction plan in line with science-based targets, and client and investor expectations.

Welcoming all three new leaders to the business, The Access Group CEO Chris Bayne said: “These new hires each bring with them an impressive array of experience and track record of success that will be pivotal in supporting our teams as they continue to develop as we grow.

“We are committed to employee wellbeing, exceptional customer experience and sustainable practices across The Access Group. I am confident that Caroline, Mark and Carla will each play a vital role in delivering this as we start the new year.”

A message from the Editor:

Thank you for reading this story on our news site - please take a moment to read this important message:

As you know, our aim is to bring you, the reader, an editorially led news site and magazine but journalism costs money and we rely on advertising, print and digital revenues to help to support them.

With the Covid-19 pandemic having a major impact on our industry as a whole, the advertising revenues we normally receive, which helps us cover the cost of our journalists and this website, have been drastically affected.

As such we need your help. If you can support our news sites/magazines with either a small donation of even £1, or a subscription to our magazine, which costs just £33.60 per year, (inc p&P and mailed direct to your door) your generosity will help us weather the storm and continue in our quest to deliver quality journalism.

As a subscriber, you will have unlimited access to our web site and magazine. You'll also be offered VIP invitations to our events, preferential rates to all our awards and get access to exclusive newsletters and content.

Just click here to subscribe and in the meantime may I wish you the very best.









Latest news

Related news

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close