Gousto has made a strategic appointment to elevate its customer experience by hiring Murray Lambell, former head of eBay UK.
- Lambell joins Gousto as Chief Customer Officer, aiming to penetrate deeper into the mainstream dinner market.
- Lambell’s previous leadership role at eBay is set to bolster Gousto’s insights, brand, and customer care strategies.
- The company has returned to profitability with a notable EBITDA, marking a significant turnaround.
- Gousto’s leadership changes align with its focus on growth and enhanced customer service.
In a strategic move to bolster its position in the mainstream dinner market, Gousto, a leading recipe box provider, has appointed Murray Lambell as its new Chief Customer Officer. The company seeks to leverage Lambell’s extensive experience from eBay, where he led the UK operations, to enhance its customer experience strategies.
Lambell steps into his role with a mandate to oversee key areas including insights, brand, sustainability, acquisition and retention, food, buying, and customer care teams. His leadership is anticipated to drive Gousto’s customer-focused initiatives further.
Having previously managed a multi-billion dollar category at eBay, Lambell brings a wealth of experience to Gousto. His vision is to create value for customers by enhancing the overall service experience, a sentiment echoed by Gousto CEO Timo Boldt. Boldt emphasized Lambell’s passion for inclusion and collaboration, aligning perfectly with Gousto’s culture.
Gousto reported a significant profit turnaround in 2023, with an underlying EBITDA of £26 million, highlighting the company’s positive growth trajectory. This financial success underscores the potential for further expansion and customer engagement under Lambell’s leadership.
Concurrent to Lambell’s appointment, Gousto has made other strategic leadership adjustments. Sally Matthews, the current Chief Customer Officer, will transition to Chief Strategy Officer, focusing on long-term growth strategies. Meanwhile, Shaun Pearce will see his role expand to Chief Product and Technology Officer, spearheading digital product development and technological advancement.
These leadership changes reflect Gousto’s commitment to refining its business strategies and enhancing customer satisfaction. The company envisions a dynamic growth phase, driven by a strong leadership team and focused market strategies.
Gousto’s strategic leadership appointments underscore its commitment to enhancing customer experience and sustaining growth.
