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United
Airlines has appointed Dennis Cary senior vice president and chief marketing and customer officer, and Graham Atkinson president of Mileage Plus, the company’s loyalty program.
With this move, United is integrating the customer experience and marketing organizations under Cary, who will now be responsible for brand
strategy, customer communications, merchandising, united.com, and the overall design of the customer experience.
Cary
was previously senior vice president of marketing. In this new role he will continue to report to John Tague, executive vice president and
chief operating officer, who said the move will provide a greater focus on the end-to-end customer experience.
“By combining marketing and customer experience, we are creating an organization that can more holistically deliver products and services
that our customers value,” Tague said. “With our new international first and business class seat roll out well under way, now is a good time to
make this move, which will enable Dennis and his team to build on the customer experience work. Graham’s experience and knowledge of our
most frequent customers will be particularly relevant as we continue to make Mileage Plus a best-in-class loyalty program.”
As president of Mileage Plus, Atkinson will focus on developing Mileage Plus into a standalone business, leveraging the potential of United’s
relationship with key partners and ensuring that United is well positioned to address the changing landscape of loyalty programs and meet the
needs of the company’s most loyal customers.
In his new role, Atkinson, who was previously chief customer officer, also will report to Tague. Robert Sahadevan, vice president of Mileage
Plus, will report to Atkinson.
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