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​New TDC organisation to create the best customer experiences

Press Release   •   Dec 08, 2015 09:12 GMT

For the first time, TDC Group is appointing a Senior Executive Vice President with overall responsibility for customer relations. The appointment is part of an organisational restructuring that is being introduced to create the best customer experiences.

“We are operating in a market characterised by fierce competition and many new players. The new organisation will bring us even closer to our customers and accelerate our capacity to provide them with leading products and services,” says President and CEO for TDC Group, Pernille Erenbjerg.

The overall responsibility for customer relations will be placed in the hands of Jens Aaløse, who will be heading the unit ’Group Chief Customer Officer & Stakeholder Relations’ where he will also have the overall responsibility for HR.

“Our employees have made a great effort and have improved customer satisfaction over the past year – we are now building further on that. I am pleased that Jens has agreed to ensure that we across the Group continue our journey towards giving our customers the best experiences. This is the focal point of TDC Group's future strategy,” says Pernille Erenbjerg.

The organisational change also brings a new business structure for the Group. Three Danish retail business lines will be created, each with full responsibility for product development, sales, marketing and customer service. This involves two new business lines: ‘Household Brands’ and ‘Online Brands’, respectively, as well as TDC Business.

“We are bringing our employees who know our customers best more closely together with the clear aim of creating the best experiences for our customers,” says Pernille Erenbjerg.

Online Brands will have full responsibility for Telmore, Blockbuster, Fullrate and Fullrate Business.

“The three brands are competing in a market where technology and prices are changing almost daily. By gathering all functions we can respond more quickly and be at the cutting edge, delivering what customers want and need, not least when it comes to meeting us online,” says Pernille Erenbjerg.

YouSee and Consumers will remain united in the new Household Brands business line, which has almost 1.6 million Danish household customers.

“It is a business line where customers generally want more integrated communication and entertainment solutions. As in TDC Business, we will now be gathering product development, sales, marketing and customer service in one business line in order to deliver a more cohesive customer experience,” says Pernille Erenbjerg.

Michael Moyell Juul will be the new head of Online Brands and will join TDC Group's Corporate Management Team. At the same time, he is currently acting head of Households Brands.

In order to ensure strong commercial management and business development while creating synergies across business lines and countries, a number of functions currently based in the individual business lines are being united under ‘Group Strategy & Portfolio Management’. Chief Strategy Officer Louise Knauer will be joining the Corporate Management Team.

“With Michael and Louise, our Corporate Management Team will be gaining two strong commercial and strategic profiles. They will with their clear customer focus make a difference for TDC Group and our customers,” says Pernille Erenbjerg.

The new organisational structure will come into force at the turn of the year and is the first part of TDC Group's plans for the years ahead. The new strategy plan will be presented on Capital Market Day on 27 January 2016.

Facts about the new organisational structure

  • Full responsibility for Telmore, Blockbuster, Fullrate and Fullrate Business will be united under Online Brands. By far the majority of the support and service functions so far organised under the Channels business line will be combined with responsibility for product development, sales and marketing under Household Brands, comprising YouSee and TDC Privat. The support and service functions relating to business customers will be transferred to TDC Business.
  • Head of Channels, Jens Aaløse, will be appointed head of Group CCO and Stakeholder Relations. Besides the CCO role his responsibility in the Corporate Management Team will include HR, the legal department, Public Affairs, CSR and Group Communications. Jens Aaløse has been Senior Executive Vice President since August 2013. Chief Human Resources Officer Jesper Isaksen will be stepping down from TDC Group's Corporate Management Team and leaving TDC Group in the months to come.
  • Michael Moyell Juul will be head of Online Brands, acting head of Households Brands and will join the Corporate Management Team. He has been Head of Strategy at TDC Group, and since 2013 he has been part of the Consumer management team with responsibility for portfolio management as well as strategy and business development.
  • Chief Strategy Officer Louise Knauer will be head of Group Strategy & Portfolio Management and will join the Corporate Management Team. She joined TDC Group on 1 November and was previously CEO at Wibroe, Duckert & Partners, People Group A/S as well as a management consultant at Egon Zehnder and McKinsey & Company.