Yell creates new job: CCEO

Yell, the company which publishes the Yellow Pages, has created a new role of Chief Customer Experience Officer to improve customer satisfaction and operational efficiency.

Tim Schuh has been given the task of leading the transformation of Yell's "end-to-end customer service and support capabilities, with the goal of creating world-class engagement that builds loyalty and drives the highest levels of customer satisfaction".

He joins Yell from Sitel Corporation, a global business process outsourcing provider, where as General Manager, Northern EMEA, he was responsible for leading a 10,000-employee, $300m revenue business.

Subscribe to MoneyWeek

Subscribe to MoneyWeek today and get your first six magazine issues absolutely FREE

Get 6 issues free

Sign up to Money Morning

Don't miss the latest investment and personal finances news, market analysis, plus money-saving tips with our free twice-daily newsletter

Don't miss the latest investment and personal finances news, market analysis, plus money-saving tips with our free twice-daily newsletter

Sign up

Schuh will report to Mike Pocock, Yell Group Chief Executive Officer, and will be based at Yell's offices in Houston, Texas.

Yell is desperately trying to transform itself into a digital services provider for small-and-medium-sized enterprises.

It aims to become a "full-service business and marketing partner to SMEs and a trusted source for consumers searching for and connecting to local businesses".

"[Schuh's] expertise and insight will help us create a global, customer-centric service philosophy that will re-enforce our position as a valued partner to SMEs and consumers," said Pocock.

"By delivering quality solutions, becoming easier-to-do-business-with and by providing excellent pre- and post-sales service, Yell will become synonymous with superior customer experience," he said.

In the last three months of 2011 Yell saw digital revenues go up 111.8% to £35.4m.

However, total revenues for the quarter were down 15%, while digital directories (the Internet version of the Yellow Pages), fell 15.7% compared to the year before.