James Birchall is a seasoned professional in customer care and engagement, currently serving as the Director of Customer Care & Engagement for Audible in the APAC region since April 2024. Previously, James held a senior leadership position at Aware Super as Senior Manager of Member Service from August 2018 to April 2024, overseeing multiple managers and a large team of service consultants. Prior to that, James managed a contact center at Samsung Electronics, ensuring exceptional customer service for Australian customers, and also held roles at Salmat, focusing on customer service and training for Woolworths Mobile. Earlier experience at American Express included managing teams and continuous improvement projects, along with various roles that emphasized customer service excellence. James began a career as a Customer Service Representative at Optus, where a focus on premium services laid the groundwork for a successful trajectory in customer care.
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