US label printer Catapult has appointed Suzanne Bowden to the newly created role of chief client officer, tasked with helping the company focus on delivering to each customer’s specific requirements.
The role will draw on Ms Bowden’s 25 years of experience in the packaging industry, and her expertise in tailored customer solutions to support development and delivery of bespoke strategies for every customer.
In the past 12 months, Catapult says it has onboarded more than 80 new customers, helping achieve a 40 per cent increase in turnover. Co-founder and chairman Mark Cook said it was therefore the right time to recruit a professional with a proven track record of championing the customer and creating tailored blueprints for customer service.
He added, ‘I have worked with Suzanne in previous roles, and she has been handpicked to lead Catapult’s client service team based on both her skillset and cultural fit. I am certain her approach will align with Catapult’s ambition, innovative thinking, and dedication to delivering value for customers.’
Beginning her career as a packaging technologist, Ms Bowden moved into a print and design buyer role for a fashion and homewares brand. She then worked in client services for a global packaging design company, before leading her own brand consultancy, which specialised in disruptor brands and building market share. With a track record of enabling businesses to achieve optimised outcomes for customers in a growth business environment, her expertise includes strategy development and performance optimisation, said Catapult.
Ms Bowden commented, ‘My background means that I understand the print and packaging sector from every angle, and I also know that every customer is different, so there should never be a one-size-fits-all approach to managing customer relationships.
‘My first step will be to carry out a health check for every customer and understand their unique cadence so that we can work with them in a way that’s perfect for their priorities.
‘It is a very exciting moment to be joining such a dynamic business. Catapult has already pioneered a game changing approach to the print sector that has enabled the company to achieve a 98% customer retention rate over the past year, and I’m looking forward to helping the business build on those foundations and deliver an exceptional service for our customers.’
