Acushnet, the parent company of leading golf brands Titleist and FootJoy, has announced the appointment of Laura Able as the new Head of Customer Service at its European headquarters in St Ives, Cambridgeshire.
With over 20 years of leadership experience in customer operations and experience management, including senior roles as a Chief Experience Officer and Global CX Manager, Able brings a proven track record of driving operational excellence and delivering customer-focused transformations.
In her new role, Able will spearhead initiatives to enhance customer interactions, streamline processes, and reinforce Acushnet’s commitment to making it easier than ever for golfers to do business with its premium brands.
“Excellence at every touchpoint is our goal,” said Able. “I believe the best experiences come from talented, empowered teams who go the extra mile to make customers feel valued. At Acushnet, I’ve already seen a culture that lives its credo — ‘Autograph your work with excellence’. That resonated instantly. And during the hiring process, I saw it wasn’t just a slogan. From product managers to the assembly colleagues building clubs, you could feel the pride and passion for quality. That passion is lived every day here, and it’s what drives us to keep improving both products and services. I am delighted to be part of that.”
Since joining the business in May, Able has already overseen improvements including a faster returns process, the introduction of a new Case Management solution to provide customers with a single point of contact, and ongoing digital enhancements across the Acushnet Hub and SureFit platforms. She is also leading recruitment efforts to expand and strengthen the customer service team.
Looking ahead, Able is focused on building seamless, effortless experiences that match the premium quality of Acushnet’s products. “For me, success is when our customers feel the same level of excellence in our service that they experience in our products,” she added.