Chief Customer Officer and Chief Executive Team Member
Cherylyn Russell is Russell Mineral Equipment’s Chief Customer Officer and member of the Chief Executive Team – a position of instrumental importance to the RME organisation and the world-wide customer base it serves. In this newly-created role, Cherylyn works across multiple functions to ensure RME is consistently, and overwhelmingly, delighting the Customer, not just based on their experience with the RME Mill Relining System product, but at every touchpoint. The outcome of which is to make certain that the RME Customer experience is truly unique, and therefore a difficult-to-replicate capability, and one that builds resiliency into the brand as it grows into the future.
Moving forward, Cherylyn is responsible for the ‘Customer Group’ which operates to a Customer-first mandate and includes Order Acceptance, RME Mill Relining System Sales, Service and Optimisation Sales, Customer Experience and the Marketing Communications capabilities. Cherylyn sees her role in this as empowering the people of RME to deliver on the company’s mission which is to visibly, defensibly and sustainably improve the Customers’ concentrator performance. As an authentic, approachable and humanistic mentor, Cherylyn is focused on building a tight-knit team who drive Customer awareness, adoption and engagement, not only through excellence in product and service delivery but a relentless commitment to safety, corporate and social responsibility, and strong ties to the regional communities in which the company operates.
Just as important, however, is Cherylyn’s goal to deepen the bonds and nurture lasting relationships across RME’s global team – who ultimately make the RME mission possible. As such her work with RME’s collaborative Chief Executive Team, the customer group, and the people and culture functions ensure integrity between the company’s conduct and narrative, always.
Thoughtful creativity has always been at the heart of Cherylyn’s endeavours and an attribute she has brought to innovation-driven RME. Throughout the 1990s Cherylyn worked in art preservation, consultancy and advertising account management in Sydney, before moving to Toowoomba to own and operate a successful art restoration and consultancy business. Artshop was also instrumental in making her acquaintance with RME, initially as a supplier of design expertise and now as a pivotal part of the team. Since 2013 Cherylyn has deepened her engagement from her early involvement as a Marketing Consultant to Marketing Team Leader, Advisor to the RME Holdings Board, Group Manager, Marketing Communications through to her appointment as Chief Customer Officer in 2020. RME has afforded Cherylyn the opportunity to combine her two great passions – working with an inspiring and committed team, and partnering with her husband, Dr John Russell, and the collaborative executive leadership team to build successful outcomes for RME staff and Customers, their families and communities.