Gousto has strategically appointed Murray Lambell as its new Chief Customer Officer to enhance customer experience and expand in the dinner market.
- Lambell brings extensive experience from eBay, aiming to leverage his skills in insights, brand management, and customer services at Gousto.
- His role will involve overseeing various teams, emphasising sustainability, brand development, and customer care to align with Gousto’s growth ambitions.
- The company reported returning to profitability in 2023, highlighting an increase in EBITDA and setting the stage for further expansion.
- Gousto’s CEO, Timo Boldt, expresses enthusiasm for the new appointment, citing cultural alignment and customer-centric focus as key advantages.
Gousto, a prominent recipe box operator, has appointed the former head of eBay UK, Murray Lambell, as its Chief Customer Officer. This strategic move is part of Gousto’s efforts to capitalise on a larger share of the mainstream dinner market. Lambell’s appointment is seen as pivotal in leveraging his extensive experience to enhance Gousto’s customer experience through data-driven decisions and innovative brand strategies.
Murray Lambell, well-known for leading eBay’s UK operations from 2020 to 2023, will be tasked with overseeing Gousto’s insights, brand, sustainability, acquisition, retention, food, buying, and customer care teams. His comprehensive role aims to ensure that Gousto not only meets but exceeds customer expectations in the rapidly evolving market.
The company has witnessed a return to profitability in 2023, boasting an underlying EBITDA of £26 million. This financial milestone is indicative of Gousto’s robust business model and its potential for significant growth under Lambell’s leadership. Timo Boldt, Gousto CEO, noted, “We are deeply customer-obsessed at Gousto, and Murray’s wealth of experience and dedication to the customer will help take this to the next level.”
Sally Matthews, the current Chief Customer Officer, will transition to Chief Strategy Officer, focusing on long-term growth strategies, while Shaun Pearce will expand his role to Chief Product and Technology Officer, highlighting Gousto’s commitment to digital product and technology development. The strategic realignment within Gousto’s leadership team is aligned with the company’s vision to offer enhanced customer value and operational efficiency.
Murray Lambell conveyed his excitement about joining Gousto, emphasising the inspiring culture and future opportunities. “There’s an enormous opportunity ahead for Gousto, and I’m excited to support this next stage of the journey, bringing more delicious Gousto meals to even more dinner tables,” he stated.
The strategic leadership changes at Gousto, including Murray Lambell’s appointment, are poised to drive the company’s growth and enhance customer satisfaction.