Cable & Wireless appoints new Director of Customer Operations

Cable & Wireless has appointed a former Orange executive as its new director of customer operations for the Channel Islands and Isle of Man. 

Mark McConnell, 44, spent more than 10 years with Orange, and held a number of senior positions focusing on customer service and support functions, both in the UK and internationally. 

This included two years in Thailand, where he was responsible for establishing the company’s customer support operations ahead of the launch of its mobile service there. It involved setting up two state-of-the-art contact centre facilities, and recruiting and training more than 800 staff. 

Since returning from Thailand in 2003, he worked for the company’s global marketing team in London, defining the customer experience strategy for the group and then implementing it across Europe.

More recently Mark worked on the launch of the Orange brand in Poland, Spain, Moldova and Jordan, ensuring a more consistent customer experience across retail, web and contact centre channels.
He now heads up a team of more than 80 customer support staff working across Guernsey, Jersey and Isle of Man.