Marc D. McCrery has been named Customer Experience vice president, succeeding Kelly M. Sigmon, who is retiring at the end of the year.
In his new role, McCrery will “partner with leaders across all business units to transform the customer and employee experience to ensure that our customers are at the center of every Postal Service business decision,” Postmaster General Louis DeJoy wrote in a memo announcing the appointment.
Among the departments within McCrery’s purview at Customer Experience — also known as CX — are Enterprise Customer Care, including the Customer Care and Customer Retention Centers; CX and Strategy; Consumer Advocate; Customer Relations; and Business Customer Support.
He most recently served as Technology Applications vice president. Prior to that, he was Mail Entry and Payment Technology vice president.
McCrery began his career with the Postal Service in 1990 as a professional specialist trainee in Des Moines, IA, and moved into the executive ranks in 2003 as Business Mailer Support manager. He has served in a variety of positions in the Marketing, Operations and Chief Information Officer organizations.
From 2008 to 2009, he represented the Postal Service as a Massachusetts Institute of Technology Sloan Fellow, earning a master’s degree in business administration. He received his undergraduate degree from the University of Wisconsin in industrial engineering.
He served as acting Strategy and Transition vice president after his stint as a Sloan Fellow.
“Marc has established himself as a leader who can attract and grow talent in diverse functions, while maintaining a deep understanding of the needs of customers and the mailing industry,” DeJoy wrote in the memo.