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January 09, 2024

#297: Marc Allera – CEO – EE and Consumer Division

Podcast Details

Marc Allera, CEO BT’s Consumer business

As head of three of the UK’s leading communications brands – EE, BT and Plusnet – Marc runs the largest subscription business in the UK, with 25 million subscribers on the UK’s best and biggest mobile and fibre networks generating more than half a billion visits to its apps and websites every year.

Under Marc’s leadership, EE is on a journey to becoming the most personal, customer-focused brand in the country. New EE is doing more: offering much more besides the connectivity it’s known for by bringing customers new products and services in partnership with some of the world’s biggest and best brands, from gaming to security.

Marc believes a more personal business should reflect the customers it serves, with people of all ages, backgrounds, abilities, religions, ethnicities, and experiences across the UK. Empowering people through technology is at the top of Marc’s agenda, too: having been first to launch 5G in the UK with EE, Marc is now driving the rollout of next-gen networks with an ambition to cover anywhere in the UK with 5G by 2028.

Customer experience is also crucial: EE has been independently named the UK’s best network for 10 years in a row, while Marc has steered both EE and BT to their highest-ever NPS results, with complaints at an all-time low.

Previously, Marc was a driving force behind Three’s growth from start-up to major player in mobile. Prior to that, he was General Manager of Sega UK. He sits on the Corporate Partnerships Board at Great Ormond Street Hospital Charity.

Marc’s top leadership tip:

“Don’t think about your hierarchical structure as a typical pyramid. Turn it upside down. Me and my leadership team are there to serve our 25m customers, and our colleagues in the business. And that’s how we try and behave, how we try and spend our time – the most important people in our business are those who speak to customers directly, whether that’s in our stores or contact centres. That’s a really important mindset that I’ve tried to get myself and our teams into. We are in service of our colleagues and customers. Forget the ‘pyramid’.”


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