Magazine article Marketing

HBOS Awards CRM Role to Norwich Union Boss. (Direct)

Magazine article Marketing

HBOS Awards CRM Role to Norwich Union Boss. (Direct)

Article excerpt

HBOS has poached Norwich Union's head of customer development, Howard Silby, to fill the newly created role of head of CRM, marketing and customer relations.

Silby's appointment completes the marketing structure put in place at the bank by Philip Hanson, HBOS marketing chief, following Halifax's merger with Bank of Scotland.

Silby will report to Hanson and will work alongside Andy McLaughlin, head of direct marketing at the group. McLaughlin's role previously incorporated CRM activity but, since the two banks have merged, Hanson has created a role to focus purely on CRM. According to Hanson, Silby's brief is "to make the group's CRM as talked about as our advertising". Halifax's above-the-line advertising, featuring staff singing pop songs, is set to continue next year.

Silby and McLaughlin are two of five staff reporting directly to Hanson, who reports to Andy Hornby, chief executive of HBOS Retail.

HBOS, by bringing together the Bank of Scotland and Halifax brands, aims to be the new force in British banking and wants to position itself as a mass market financial services provider. …

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