Sprint’s leadership has undergone some pretty significant changes since Marcelo Claure took over in the summer of 2014. The latest change is the Chief Experience Officer. In a filing with United States Securities and Exchange Commission, Sprint noted that Bob Johnson’s tenure with the carrier will end on April 29th. Johnson was given the position of Chief Experience Officer just 14 months ago. Johnson will be replaced by Robert Hackl. He will also be the president of national sales for the carrier. Hackl server as senior vice president of channel management at T-Mobile US from 2010 to 2013, serving under John Legere for a few short months (Legere took over T-Mobile USA in September 2012). Most recently, Hackly worked with Vodafone Germany as the director of commercial operations. Hackl joins Sprint on April 1st.
Many might be wondering what exactly a “Chief Experience Officer” is, and the individual with that title is in charge of the customer experience. This relates to all aspects of the experience that customers may have. From customer service over the phone, to in the store and even how they are sold phones in the store. All of which are very important in landing new customers and keeping current customers. Something that Sprint really needs to do. Interesting to see Johnson heading out, shortly after the announcement that Sprint was partnering with Dixons Carphone for a joint venture including a ton of new retail stores across the country.
Since Claure took over Sprint in 2014, he’s been working to change up the leadership at the company and make it a successful carrier again. It’s unclear right now if Johnson’s departure was his choice, or Claure deciding to find someone else for the job. However, where Sprint already has someone in line for the job, it appears that Johnson must have told the company in advance, or Claure decided it was time to go with someone new. Either way, we’ll probably never figure out the real reason behind this. Sprint still has a bit more restructuring to do. Especially if they want to avoid as many layoffs as possible. Sprint already laid off 2500 in January. With likely more coming.