TUI UK&I have announced that Fraser Ellacott, the current managing director of Thomson & Island Cruises, will join the UK&I board in the newly created position of customer operations director.

Ellacott, who has been the managing director of Thomson & Island Cruises since 2011, will now be responsible for all customer facing areas including retail, financial services, contact centres, overseas holiday experience, commercial and ancillaries and the property portfolio. 

He will also retain responsibility for the Thomson Cruises business.

Ellacott will report into David Burling, managing director of TUI UK&I and start his new role on October 1st 2013.

Burling said: “Consistent delivery of outstanding customer service at every touch point is crucial to the success of our business and therefore we’ve taken the decision to bring all customer facing roles together in a dedicated customer operation team. 

“I’m pleased to confirm that Fraser Ellacott will take responsibility for this team as the Customer Operations Director and join the UK&I board effective from October 1st 2013. 

“Over the last two years, Fraser has successfully developed the brand strategy for Thomson Cruises and grown the profitability of this area of our business and moving forward he will be instrumental in the growth of our multi-channel customer proposition.”