TUI has taken its customers to board level with a newly created position – customer operations director.
Fraser Ellacott will be responsible for all customer facing areas including retail, financial services, contact centres, overseas holiday experience, commercial and ancillaries and the property portfolio.
Ellacott, the current managing director of Thomson & Island Cruises, will serve on the UK & Ireland board and report to David Burling, MD of TUI UK & Ireland, from October 1.
He will also retain responsibility for the Thomson Cruises business.
Burling said: "Consistent delivery of outstanding customer service at every touch point is crucial to the success of our business and therefore we’ve taken the decision to bring all customer facing roles together in a dedicated customer operation team."
Ellacott started his career at British Airways with roles in engineering, commercial and operations.
He joined First Choice Airways in 2005 and became a director of Thomson Airways following the merger of TUI Tourism and First Choice Holidays in 2007.
He was appointed managing director of Thomson Cruises in April 2011.
