Travel group TUI has promoted marketing director Tim Williamson to the board of directors in the newly created role of customer director.
A new board structure has been developed to incorporate the position, which the company says has been designed to “put more emphasis on customer service, delivery and the customer journey”.
Williamson remains the company’s senior marketer and retains his responsibilities as director of marketing, overseeing the Thomson and First Choice brands. In addition, the overseas and customer services areas will now report to him.
A TUI spokeswoman says: “His role will be to determine the service proposition across all areas of the business, to ensure that TUI UK deals with its customers in a consistent manner wherever the business may touch them.”
Williamson will report directly to managing director Dermot Blastland. He previously reported to tour operations director Dave Burling.
As part of the board reshuffle Burling has been given the title of commercial director and will assume responsibility for the product teams, which used to be headed by Williamson.
Fellow board member Nick Longman, who oversaw the integration of TUI’s UK businesses after the merger of Thomson and First Choice last year, will take responsibility for distribution channels, including the Web. He takes over from Derek Jones, who recently announced he was leaving after 20 years with Thomson.
Williamson, the former First Choice marketing director, was appointed as marketing director of the merged group over Thomson chief marketer Andrew Rayner in September last year (MW September 4).