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Miley: Staff restructure aims to improve customer focus

Miley: Staff restructure aims to improve customer focus

Jay Miley says the distributor will bring on 25 staff after making 7% of its workforce redundant

Ingram Micro has retrenched dozens of employees but will bring on an additional 25 staff in customer service positions

Ingram Micro has retrenched dozens of employees but will bring on an additional 25 staff in customer service positions

Ingram Micro will bring on an additional 25 staff in customer service positions following today’s restructure and employee cull, according to its local chief.

In a phone interview with ARN, vice-president A/NZ, Jay Miley, confirmed 41 staff had been let go, including Solutions Group general manager, Stuart Ellis, along with 18 temporary staff. He declined to comment on individual redundancies.

“We had a variety of redundancies – there was no flat percentage cut, we were surgical about it,” Miley said. “This [decision] was in the spirit of redeploying resources from areas reporting lower growth, and moving them into higher-growth areas. The total net reduction in total headcount will be 16.”

As part of the broader restructure of the company, Ingram’s full HP and Microsoft teams have been consolidated into separate units, reporting to Matt Sanderson.

“We had Microsoft and HP staff spread out across the organisation and there was no common leadership,” Miley said. “It’s a natural progression for us in terms of how we do business today – the real change has been centralising leadership.”

Ingram’s Solutions Group has also been renamed Enterprise Technology Group (ETG) and is now headed up by former NSW sales manager, David Lenz.

Sales director, John Walters, will be responsible for sales and marketing across Ingram’s commercial business.

“All pre-and post-customer facilities will be consolidated under John,” Miley said. “For example, with quote desks… we’ve integrated that into the sales organisation so the customer has a more optimal experience. It also means we have ownership of those quotes from cradle to grave.

“David and Matt will look after business management features and be responsible for our vendors and bottom-line results – the customer experience will be centralised under John so we improve on that.”

As previously reported in ARN, Miley has emphasised stronger vendor and customer relationships as a key part of his agenda.

“We’re redeploying resources so that we are easier to do business with – it’s about ensuring our vendors and reseller partners have a more effective organisation at their disposal,” he said.


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