parcelLab Names Tech Leader Giles Whiting CEO to Take parcelLab Through Its Next Phase of Growth

Whiting will tap his extensive experience scaling SaaS companies as demand for post-purchase experience software surges

BOSTON--(BUSINESS WIRE)--At parcelLab, as the premier global post-purchase customer experience platform, we are constantly striving to deliver the best post-purchase experience for our customers. With over four billion shipments through our platform, 65% ARR growth in the U.S., and our foundations within the EU going from strength to strength, we continue to be the number-one choice for leading and disruptive brands globally. As we begin the next phase of growth for the company, we are excited to announce the appointment of technology leader Giles Whiting as our CEO. 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.

We have seen tremendous growth this year, with the team reaching 200 colleagues, and a roster of amazing clients in the U.S. 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.

Giles is a skilled leader and operator who has guided several world-class B2B SaaS companies through periods of dramatic growth and global expansion making him the ideal match for parcelLab, and the board and I are excited to welcome him. He most recently served as the Managing Director and COO of Forsta (acquired by Press Ganey) where he led sales, customer success, global operations, and strategic initiatives. Alongside this role, he has also been an Operating Advisor at growth investor Verdane, focusing on enhancing operational efficiency and refining go-to-market strategies across the company’s expansive investment portfolio. Giles has a wealth of experience having also previously served as General Manager at Medallia, where he led the company’s EMEA arm, as President & CEO at Percepta, and as Chief of Staff and Head of Product at TTEC. Giles began his career serving as a physicist in the U.S. Air Force and later as a consultant with McKinsey & Company.

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.

In his new role as CEO, Giles has said, “Tobi has built an extraordinary company with a commitment to product excellence and market innovation that is unrivaled 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 optimize customer experiences.”

We believe in the huge untapped potential of the post-purchase domain and will not stop here. On top of the management investment, we are also investing heavily in Product & Engineering to prepare for the next wave of AI-driven innovations to come.
– Tobias Buxhoidt Executive Chairman and Chief Innovation Officer of parcelLab, pioneer of post-purchase e-commerce enterprise SaaS technology. Dad to three little playground rowdies, wave chaser, and amateur carpenter

About parcelLab

parcelLab is the only truly global enterprise post-purchase software provider, enabling brands to increase top-line revenue, decrease operational costs, and optimize customer experience in an unprecedented way. Our award-winning post-purchase platform empowers brands to transform mundane operational touchpoints into the most differentiated and personalized experience, creating unique moments of pure joy for their customers. Trusted by over 800+ brands including IKEA, Chico’s, H&M, and Yeti, we actively manage the post-purchase experience across 175 countries and track shipping data from more than 350 carriers worldwide. Find out more at www.parcelLab.com.