IAG has appointed Michelle Klein (pictured) as its chief customer and marketing officer, leading its newly formed customer experience and marketing division.
Klein is an international leader with 25 years of industry experience across five continents, having worked with major brands, including Diageo, British Airways, Orient Express, and Armani. A three-time Effie Award winner, she has led cross-functional teams to transform brand perception and drive business results to achieve double-digit growth.
Klein will be responsible for IAG's marketing and brand portfolio strategy for all brands across its direct and intermediated insurance divisions, including NRMA Insurance, ROLLiN, CGU, and WFI. She will use her deep customer and community insights while leveraging brand strengths to improve the overall customer experience to better connect with, and reach, more Australians.
“Michelle is renowned internationally for her innovative solutions to redefining the role of brands to deliver business results,” said IAG direct insurance Australia group executive Julie Batch. “It is a testament to the strength of IAG and our portfolio of brands to attract someone of Michelle's calibre to our team. She brings to the role extensive experience in B2B and B2C marketing, customer experience, and product development, which will be invaluable in supporting the delivery of our strategy.”
Batch added: “I want to thank Zara Curtis, who was acting chief marketing officer since September last year. Under her leadership, we launched the new NRMA Insurance brand platform, ‘Until Then’, and delivered our inaugural Cricket Australia partnership. Zara will continue to bring her creativity and customer engagement expertise to the marketing leadership team with an expanded remit.”
As part of her new role, Klein will return to Australia from the US, where she spent nearly a decade at Meta, most recently as the vice president of global business and product marketing.
Commenting on her appointment, Klein said: “After spending almost a decade of my career focused on building community and bringing people closer together with Meta, I'm looking forward to this next chapter in helping make the world a safer place with IAG.
“Through its iconic and trusted brands, IAG helps millions of people across Australia protect what matters most, providing invaluable safety and peace of mind. This decade must be transformational – one where we focus on a safer future and IAG's people have worked tirelessly to provide support to people during crises. I'm so excited to be a part of this important industry and to use my Silicon
Valley experience to drive transformation through insights and technology.”
Klein joined IAG after the appointment of Wendy Thorpe as a new independent non-executive director.
