Post-purchase software provider parcelLab announces tech veteran Giles Whiting as new CEO

parcelLab, a post-purchase customer experience platform, has announced the appointment of Giles Whiting as CEO.

Tobias Buxhoidt, Executive Chairman and Chief Innovation Officer at parcelLab, says: “After joining us as President at the beginning of the year, he has already become instrumental in running this company. With our huge growth plans, I could not think of someone better to help scale this business even further.”

He adds: “We have seen tremendous growth this year, with the team reaching 200 colleagues, and a roster of amazing clients in the US with the likes of True Classic, YETI, and Chico’s; and the EU with the likes of John Lewis, H&M, Farfetch, and BOSE.”

“We are helping brands grow by delivering innovative and highly differentiated post-purchase experiences and creating customers for life.”

“And, as AI continues to shift consumer expectations in e-commerce we are delivering innovative features, like Returns Forecast and Trending Late, to meet and exceed those expectations. As we prepare for the next level of growth, we are extending our executive team to include Giles to get us there.”

Whiting most recently served as Managing Director and COO at Forsta (acquired by Press Ganey) where he led sales, customer success, global operations, and strategic initiatives.

He has also been an Operating Advisor at Verdane, focusing on enhancing operational efficiency and refining go-to-market strategies across the company’s investment portfolio.

And he has also previously served as General Manager at Medallia, where he led the company’s EMEA arm, as President and CEO at Percepta, and as Chief of Staff and Head of Product at TTEC.

He began his career serving as a physicist in the US Air Force and later as a consultant with McKinsey & Company. 

Buxhoidt says: “Moving the CEO responsibilities to Giles will allow me to focus on what parcelLab has always been about – innovation and future readiness.”

“I will be stepping into the role as Executive Chairman and Chief Innovation Officer focused on future product and market innovation and fostering relationships with key customers and partners - our not so secret recipe for success.”

“Our investment in a dynamic leadership team aims to strengthen our position in the post-purchase category, reinforced by parcelLab’s recognition as a Global Leader in G2’s Summer 2024 Report across three PPX categories.”

Whiting comments: “Tobi has built an extraordinary company with a commitment to product excellence and market innovation that is unrivalled in the industry.”

“I’m thrilled to join this talented group as we enter a new phase to redefine retail and post-purchase experiences, working with Tobi and the leadership team as we continue to innovate and empower global brands to increase top-line revenue, decrease operational costs, and optimise customer experiences.” 

2024 RTIH INNOVATION AWARDS

Online retail and delivery are key focus areas for the sixth edition of the RTIH Innovation Awards, which is now open for entries.

The awards, sponsored by CADS, 3D Cloud, and Retail Technology Show 2025, celebrate global tech innovation in a fast moving omnichannel world.

Key 2024 dates

Friday, 25th October: Award entry deadline 

Tuesday, 29th October: 2024 shortlist revealed

30th October-6th November: Judging days

Thursday, 21st November: Winners announced at the 2024 RTIH Innovation Awards ceremony, to be held at RIBA’s 66 Portland Place HQ in Central London.