CS Update: Chief Customer Experience & Sales Officer

Hi Team,

I’d like to share some news regarding upcoming changes to the Tours & Cruise Concierge team.

Thanks to the strong growth we’ve achieved, the team will be moving into the Customer Experience Division, effective from Monday 29th September 2025. This shift will provide broader support, strengthen collaboration between Tours & Cruises and Customer Service, streamline processes, and ultimately enhance the experience we deliver to our customers.

What’s changing?

• Lenore Kennedy’s title will change to Tour & Cruise Operations Manager, reporting to Koren Sela – Head of Operations - CX.
• The Cruise Concierge team will continue reporting to Lenore and will move into the Customer Operations department within Customer Experience.
• Christine Mulhall – Tours Concierge Team Leader, will now report to Rob Rossi – Head of Customer Service.
• The Tours Concierge team will continue reporting to Christine and will also transition into the Customer Experience Division.

We want to acknowledge the fantastic culture the Tours & Cruise team has built over time. These changes are not about reducing the importance of the team as a specialist function, but about creating stronger alignment that benefits both Tours & Cruises and Customer Service.

We’re confident this move will position us to continue delivering outstanding service to our customers, while giving our teams greater opportunities to collaborate and grow.

If you have any questions, please don’t hesitate to reach out to Chris S, Lenny or Christine.

📧 This was also communicated via email on 23rd September 2025, titled "Upcoming changes Tours & Concierge Team" sent by Chris S (Chief Customer Experience & Sales Officer).