Major customer experience provider expands leadership team following strong performance

Arvato CRM Solutions has strengthened its leadership team with two senior board appointments to support its continued growth, following a string of new contract wins.

The company provides technology-driven customer experience and business process outsourcing (BPO) services to the public and private sector. Its clients include the Department for Education and Fremantle – one of the world’s largest media content producers and distributors.

James Towner joins in the newly created position of Chief Growth Officer after two and a half years as Senior Vice President at WNS Global Services. Prior to that he was at Capita for nine years as Solutions and Transformation Director, where he led the firm’s European growth strategy.

He will be responsible for growth in new and existing business and driving digital innovation to better support clients in tackling their current and future challenges.

Nathian Carnall joins as Chief Operating Officer from Sitel, where he was the company’s director of operations for the UK & Ireland market.

He will lead the delivery of Arvato CRM Solutions’ digital transformation, customer experience and back-office services across its strong client roster. He succeeds John Wybrant, who left the business in 2022 after more than 18 years of service.

The appointments follow a strong period for Arvato CRM Solutions, marked by a series of new contract wins.

This includes a new digital customer experience partnership with global natural health and footwear brand VIVOBAREFOOT to support the brand’s UK and international growth, and a partnership to deliver 24/7 multichannel, multilingual high-end customer support for international e-commerce platform company, Techsembly.

Debra Maxwell, CEO, Arvato CRM Solutions, said: “This is a vital time for organisations across the public and private sector to deliver the transformation they need to drive new efficiencies, boost loyalty and build strong connections with those that matter the most to them.

“The arrival of James and Nathian, in addition to a number of strategic client wins, underlines the strength of our proposition for both our people and partners. Their expertise will help us build on this momentum and drive further growth and innovation across the markets we operate in and I’m looking forward to working with them on our leadership team.”

Arvato CRM Solutions operates from five locations in the UK and a site in South Africa, which opened at the end of 2022.

Its contract with Techsembly is the first to be delivered from the Cape Town site. The expansion into South Africa will give Arvato CRM Solution’s clients greater choice in how its solutions are delivered – complementing the service it will continue to provide from its UK offices.

Along with securing a number of new contract wins, the business’ strength of service and culture continues to be recognised through major award awards.

Last year, the business won bronze in the ‘Large Contact Centre of the Year’ category at the UK National Contract Centre (UKCCF) Awards, as well as bronze for ‘Most Effective Employee Engagement Approach’ and was shortlisted for ‘Outsourced Contact Centre of the Year’ at the European Contact Centre & Customer Service Awards (ECCCSAs).

For more information, visit:

About Arvato CRM Solutions

Arvato CRM Solutions is a trusted partner to the private and public sectors, with expertise in delivering award-winning customer relationship management, business process outsourcing (BPO) and public sector and citizen services. The business focuses on providing customer service which is driven by technology and powered by its people. It designs and delivers innovative, individual solutions for some of the most respected global consumer brands and UK public sector organisations, through long-term partnerships.

A division of Bertelsmann, Arvato CRM Solutions employs approximately 1,500 people across five UK locations and a site in South Africa.