TfL moves smartcard executive to take charge of customer relations

Transport for London (TfL) has restructured its marketing and communications department, appointing Charles Monheim to the new role of director of customer relations.

Monheim will have responsibility for consumer-facing advertising, corporate design and agency relationships. He moves from the position of client director for TfL’s smartcard project, and has 20 years’ senior management experience in public transport.

Since December, marketing responsibilities have been handled by interim director of communications Lesley McLeod, following the departure of director of communications and public affairs Colin Douglas. McLeod will now take up the new role of director of media and public affairs, with responsibility for press and media relations, new media and publishing.

Interim manager for marketing, communications and corporate design Catherine Lacey-Dodd will report to Monheim. Charlie Edelman left that post last December.

TfL became embroiled in a controversial pitch last year, when it awarded both its corporate and congestion charge accounts to M&C Saatchi, after stating that the two pieces of business would go to different agencies (MW October 18, 2001). M&C Saatchi retained the corporate account, but the congestion charge account was awarded to TBWA/London after a repitch in March.

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