Changes in QF executive team

[Comoman]

Surprised that no one has posted that Lesley Grant is being moved from Loyalty to Group Executive People & Culture (whatever that is).

Jayne Hrdlicka will move from CEO Jetstar to CEO Loyalty.

Not sure if this bodes well for QFF.....

 

[RooFlyer]

Said to be a test of the exec team's mettle to see who might replace Joyce.

Oh Cripes. I see that 'Loyalty' is going to be specifically Jetstarred.

Ta-ta First lounges; goodbye priority anything; farewell (included) status perks. Hello longer queues for everyone.

 

[JohnK]

Change is good. Current executive team ideas are stale.

 

[mannej]

Surprised that no one has posted that Lesley Grant is being moved from Loyalty to Group Executive People & Culture (whatever that is).

Jayne Hrdlicka will move from CEO Jetstar to CEO Loyalty.

Not sure if this bodes well for QFF.....

People and culture = HR

 

[michaele]

People and culture = HR

I think theres a specific HR Exec, Jon Scriven.

Head of Morale?

 

[Mr_Orange]

Hard-licka in charge of loyalty does not bode well. Since Jetstar does nothing to encourage loyalty, it should be an area she is well versed in!

 

[RichardMEL]

Orange is the new Platinum.

 

[eastwest101]

They may as well have released an ASX press release called: "Everybody relax: VA is no threat now so we will mix up the exec roles a little to keep us interested while we write up our own new KPI's."

 

[Danger]

Orange is the new Platinum.

Superb.

. . .

 

[Basalt]

Hard-licka in charge of loyalty does not bode well. Since Jetstar does nothing to encourage loyalty, it should be an area she is well versed in!

Hmmm....have we seen the last of the DSC promotions? What else, maybe no points or SCs for Jetstar flights, another halving of partner airlines SCs??.......no booze in the QP unless you've got a 'plus' or a 'max' add-on.....

 

[OzEire]

Ads in the QP.

"QF456 the scheduled 1:25 to Woopwoop is boarding. And customers, now is a great time to buy a Toyota. Oh! What feeling."

*old school radio announcer voice required

 

[RooFlyer]

Ads in the QP.

"QF456 the scheduled 1:25 to Woopwoop is boarding. And customers, [-]now is a great time to buy a Toyota. Oh! What feeling.[/-] now is a great time to pay the seat fee, the carry-on fee, the food fee, the drink fee, the oxygen fee, the seat belt fee, the lifejacket fee and also to leave all your loose change in the bin by the exit door."

*old school radio announcer voice required

I think that's more realistic.

 

[trippin_the_rift]

Lesley has done a world of good for QF Loyalty she should be commended. Wishing Jayne the best of luck in her new role. Will be tricky to move the needle on such a mature program so I look forward to what's in store..

 

[Mr_Orange]

Lesley has done a world of good for QF Loyalty she should be commended.

Huh!?!




extra

 

[OzEire]

Huh!?!

QF Loyalty is what it's called as a revenue stream for the company, not what it does for for pax.

The exec in charge of late, LG, has done a good job of making QF money through the QF Loyalty program. Her KPI is not happy/loyal QFFs.

 

[Mr_Orange]

QF Loyalty is what it's called as a revenue stream for the company, not what it does for for pax.

The exec in charge of late, LG, has done a good job of making QF money through the QF Loyalty program. Her KPI is not happy/loyal QFFs.

Fair point. Happy/loyal QFFs should be a KPI though.

 

[BD1959]

Fair point. Happy/loyal QFFs should be a KPI though.

Loyal QFFs (as opposed to loyal Qantas Fliers) are undoubtedly a KPI - they're a very saleable asset.

Happy QFFs probably start to hit the bottom line and so are probably less so ....

Regards,

BD

 

[OzEire]

Fair point. Happy/loyal QFFs should be a KPI though.

Yes, as one I agree but BD has covered why we aren't. None of these comments are directed at you Orange btw.

There is a balance. What both QF and QF-L want are net promoters boosting the company(s) brand(s). Happy flyers, toaster shoppers, golfers, etc. are part of that. The measure is whether a flier would bother to complain eg. On social media, and whether anyone cares if they do.

I bet anyone QFF with 100,000+ twitter followers gets treated fairly well and/or finds service recovery is usually seamless. Such social outlets should give a company early warning that bottom line may move in a particular direction, and time to influence it. The aggregate data is powerful for the company, individual posters are not (excepting Dr Dao and viral events).

This feels OT if Mods want to split this away as a separate thread.

 

[dk4]

Said to be a test of the exec team's mettle to see who might replace Joyce.

Agreed, looks very much like preparing JH as the internal candidate (heir apparent) to take over as QAN CEO when AJ departs... this time presumably without constructing a 3 way internal contest, which I don't think really resolved well last time (especially with one of the losers leaving to head up the competition).

 

[moa999]

Not sure. While Loyalty is obviously importabt, she only has 3-4yrs direct airline line experience, prior career as a consultant

Evans who's gone CFO-Intl-Jetstar also has to be in the mix, and possibly David who has had responsibilities expanded