TRACK Worldwide has announced the alignment of data, CRM, CX and digital capabilities under TRACK in Australia and New Zealand, formalizing a 120-strong trans-Tasman agency led by Rob Limb as newly appointed TRACK ANZ CEO.
Together, TRACK ANZ boasts clients including Westpac, McDonald’s, BT Financial, AAMI, Apia, Volkswagen, AA Insurance, Airpoints for Air NZ, Vocus and Officeworks – with recent wins including Exxon Mobil Smiles programme and Dulux – and forms a key part of a rapidly growing global network of over 500 staff across Europe, North and Latin America, Asia and ANZ.
Limb moves from managing director into the new ANZ CEO role after successfully leading huge growth for TRACK Auckland and having consolidated a great culture and business growth for TRACK Sydney and Melbourne. Andy Bell has been promoted to MD of TRACK NZ to continue the incredible work he has done over the past six years with Limb.
In Melbourne, Matthew Oxley and Tess Doughty continue as joint TRACK MDs leading a team delivering human-inspired customer solutions for clients such as Officeworks and Westpac.
“Mid last year Rob Limb stepped over the ditch to help out with TRACK Sydney. Rob’s infectious enthusiasm and passion has solidified a special TRACK culture across disciplines, cemented client relationships and driven further growth for the business across Australia,” TRACK Worldwide and DDB Group ANZ CEO and chairman Marty O’Halloran said.
“That’s why I’m delighted to announce Rob’s promotion to Chief Executive Officer, TRACK ANZ, and the alignment of TRACK across Australia and New Zealand as a fresh, credible customer-focused agency,” he said.
Limb will drive cohesion, growth and passion about growing customer value across the Auckland, Sydney and Melbourne offices.
“At TRACK, we believe your customer is your greatest asset. However, many businesses have put too much faith in technology and data solutions that are not, at heart, connected to the emotional needs of customers. As a result, they are not delivering value to customers or their bottom line,” Limb said.
“Sadly, many data, analytic and tech investments have led to ‘marketing as surveillance’. Personalisation has become an end in itself. But it takes more than hyper- personalisation to deliver a winning customer experience.”
“Customers do want contact, in context and in the moments when it matters. But across every sector we hear customers say that they don’t want to be targets or prey. We all want to be valued, be listened to, and taken seriously. Never shouted at,” he said.
Limb cites the work that Westpac NZ have led over the last two years with digitally-led and data enabled programs like Value Me and 100 days that help customers live their day to day lives.
“These are based on human insights, and delivered through digital channels with a human touch. As such, they’ve created measurable value and growth.
To meet demand, Limb is on a recruitment drive, in particular for a TRACK Sydney Managing Director.
“I’m looking for an MD who can be a strong, culture and growth-focused lead for our Sydney team, working alongside Andy, Tess, Matt and I in what is fast becoming an ANZ dream team. We are also seeking lead Technical Planners and creative and client service talent who are excited by the possibilities of tech and data but who also know it is always all about the customer and getting the absolute best for our clients,” Limb said.
O’Halloran said the TRACK difference is their human approach.
“Our TRACK people distinguish themselves through the way they behave and their true understanding of humanity. They don’t just service clients, they partner with them and listen so they can truly understand, building long term trust. That’s the TRACK difference. We’re looking forward to a big year for the newly aligned TRACK ANZ in 2018,” O’Halloran said.