TORONTO – Rogers Communications unveiled a multi-year plan Friday afternoon that it says will “radically improve” its customers’ experience, and enable it to “reaccelerate revenue and cash flow growth relative to its peers”.
The plan, dubbed Rogers 3.0, will see the company create separate consumer and enterprise business units, while keeping its existing media business unit. All customer experience functions, including customer care call centres, field operations, go-to-market and online channels, will be brought together into one team reporting to CEO Guy Laurence.
The new structure will be as followes:
– Consumer Business Unit: Rob Bruce, president
– Enterprise Business Unit: Larry Baldachin, interim president
– Media Business Unit: Keith Pelley, president
– Customer Experience: Mike Adams, interim chief customer officer
– Brand Management: Dale Hooper, chief brand officer
– Strategy, Wholesale & Development: Frank Boulben, interim chief strategy officer
– Corporate Affairs: Phil Lind, EVP regulatory and vice chairman
– Legal: David Miller, chief legal officer and secretary
– Human Resources: Jim Reid, chief human resources officer
– Finance: Tony Staffieri, chief financial officer
– Information Technology: Linda Jojo, chief information officer
– Network: Bob Berner, chief technology officer
As Cartt.ca reported, Rob Bruce has agreed to stay on through a transition period to the end of the year. After announcing his retirement plans just last month, Phil Lind announced will stay on for at least three more years in an advisory capacity, and will remain on the Rogers Board of Directors and the Rogers Control Trust. Rogers said that an internal and external search has begun for all interim appointments.
President and CEO Guy Laurence acknowledged that Rogers has “neglected our customers, and we've let our legacy of growth and innovation slip”, but this plan will remedy both issues.
“The plan I've laid out will significantly improve the experience for our customers and re-establish our growth by better leveraging our assets and consistently executing as One Rogers", Laurence said in company news release. "This structure will help streamline the organization, clarify accountabilities and make us more agile. We will focus on fewer, more impactful initiatives and execute with more precision to deliver on our game plan."
According to the release, Rogers 3.0 is a long-term plan that reflects feedback from customers, employees and shareholders, and be based on seven strategic priorities:
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Be a strong Canadian growth company
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Overhaul the Customer Experience
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Drive meaningful growth in the business market
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Invest in and develop our people
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Deliver compelling content anywhere
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Focus on innovation and network leadership
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Go to market as One Rogers
www.rogers.com
