Stilborn appointed to Blackwell's board

Blackwell’s head of operations Kate Stilborn has been appointed to the bookshop’s board as customer service and operations director.

Blackwell’s c.e.o David Prescott said the newly-created role was a “statement of intent” about how customers will be “at the forefront” of the business.

Following her appointment to the board, Stilborn will oversee the company’s commitment to "delivering excellence in customer service across multiple channels", including online, and through the company’s high street and campus bookshops.

Prescott said: “Customer service has always been important for Blackwell’s and nobody understands or embodies that commitment better than Kate Stilborn.

“Her appointment to the board is well deserved and a statement of intent from the company that our customers will continue to be at the forefront of everything we do and the way that we do it.”

Stilborn, who has been at Blackwell’s for 23 years, added: “As a trusted brand our customers expect excellence from Blackwell’s. My focus will be on continually improving our service by developing our people, improving our systems and processes and offering experiences that  delight our customers, drive loyalty and win new business.”