Chief Experience Officer Bob Johnson to Leave Sprint at the End of April
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As Chief Experience Officer, Hackl will be responsible for Customer Care, Omni-Channel Operations, and the management and measurement of the Sprint Promoter Score. He also will take on the role of President of National Sales with responsibility for direct and indirect sales, as well as telesales.
Hackl will report to President and CEO Marcelo Claure when he joins Sprint on April 1.
“Robert is a world-class talent and I am confident he is going to be a strong fit for our senior leadership team and the culture we are building together at our company,” said Marcelo Claure. “He brings an accomplished track record of focusing on the customer to ensure they have a great experience while leading his teams to grow sales and improve their efficiency at the same time.”
For the past three years, Hackl was commercial operations director at Vodafone in Germany. He was able to engage employees and re-ignite a sense of pride in the organization. The company saw employee Net Promoter Scores, or eNPS, increase substantially, which translated into strong results. He created a high-performing team that topped sales targets and improved customer NPS to become an industry leader in Germany.
Prior to Vodafone, Hackl was at T-Mobile in the United States from 2010 to 2013. He played an integral role as the senior vice president of channel management in driving higher sales, greater efficiency and a turnaround in the overall customer experience and churn. He also delivered impressive results when he was a group senior vice president at Deutsche Telekom Europe and CEO of TELE2 Austria.
“I am thrilled to work with a very entrepreneurial and international team that will write telecom history in the U.S.,” Hackl said. “I believe the team has made great progress with its turnaround effort and if we stay laser focused on the customer experience we can accomplish extraordinary things.”
Bob Johnson, Chief Experience Officer, will leave the company at the end of April following an orderly transition of responsibilities.
During the 17 years he’s been at Sprint, Johnson successfully guided many key leadership positions at Sprint including consumer sales, customer care, information technology, customer experience and sales operations.
“Bob has successfully taken on tremendous challenges throughout his career at Sprint,” Claure said. “Under Bob’s leadership we were able to drive substantial improvements and set new performance records in customer care. I thank him for his service and dedication to the company and I wish him well in his future endeavors.”
The four area presidents that are leading the company’s ONE Sprint regional sales structure will continue reporting to Claure.
Sprint (NYSE: S) is a communications services company that creates more and better ways to connect its customers to the things they care about most. Sprint served more than 58.4 million connections as of Dec. 31, 2015, and is widely recognized for developing, engineering and deploying innovative technologies, including the first wireless 4G service from a national carrier in the United States; leading no-contract brands including Virgin Mobile USA, Boost Mobile, and Assurance Wireless; instant national and international push-to-talk capabilities; and a global Tier 1 Internet backbone. Sprint has been named to the Dow Jones Sustainability Index (DJSI) North America for the past five years. You can learn more and visit Sprint atwww.sprint.com or www.facebook.com/sprint and www.twitter.com/sprint.
David Tovar, 913-315-1451