IAG has recruited longstanding American Express consumer and commercial services chief, Emily Roberts, as its new chief customer and marketing officer. She replaces Michelle Klein, who exited the role in June after a two-year stint in favour of the repositioned chief marketing and growth officer gig at Westpac.

The company has chosen to keep the combined customer and marketing remit in place, which will mean Roberts will be leading customer experience, marketing and brand portfolio strategy.

“Emily has a proven ability to unify complex business lines, drive transformation and deliver sustained customer growth, balancing commercial outcomes with customer-centricity,” IAG Retail Insurance Australia CEO Julie Batch said. “We’re thrilled to welcome her during NRMA Insurance’s centenary year to lead our customer and marketing strategy as we deliver on our promise as A Help Company.”

Roberts takes up the C-suite IAG role from Monday, 24 November.  

“IAG has an enviable portfolio of trusted brands that have helped Australians protect what matters and supported them in times of need,” she said. “I’m excited to join this talented team to lead our customer and marketing strategy. Together, we have an incredible opportunity to drive growth and deliver value for our customers, our people and communities across the country.”

Roberts has chalked up more than 20 years at American Express in roles covering customer engagement, marketing and commercial strategy. For the last three years, she’s been VP and GM of consumer and commercial services, having previously held both roles when they were previously separate remits. She’s also been regional head of SME, business strategy and sales effectiveness across APAC. Roberts started her career with the credit card provider in customer engagement and retention.

The combined customer and marketing remit was quite the job when first revealed by IAG. Klein’s appointment saw a vast remit from customer experience and relations, marketing, comms, regulatory, transformation and more come into a combined operation that wrapped together teams from multiple business units and restructured their functions. Roberts retains all of the same functional responsibility and reports directly to Batch. 

Klein, meanwhile, is settling into her role at Westpac, assuming the repositioned C-suite marketing and growth role after Annabel Fribence left the business at the end of last year under a strategic and reporting overhaul instigated by recently installed CEO, Anthony Miller. Klein was recognised in 5th spot in the inaugural CMO Awards for her work at IAG.