Cirencester Friendly has announced a series of executive team changes as chief operating officer (COO) Shirley Fell retires after more than six years with the society.
She will be succeeded by Ben Howe (pictured), currently director of strategy and transformation, who will take up the role on 1st November 2025.
During her tenure, Fell led a major transformation of Cirencester Friendly’s operations, including a full overhaul of its operating model and the launch of a new online platform that has enhanced service for advisers and members.
Her work helped the society achieve multiple awards, including the Institute of Customer Service’s ServiceMark with Distinction and Investors in People Gold accreditation in 2023.
Fell said: “I have thoroughly enjoyed my time with Cirencester Friendly.
“It has been an absolute pleasure to work with the brilliant team here and see many pivotal projects come to fruition.
“I am particularly proud of the culture we have built, based on support, inclusion and respect, making Cirencester a truly great place to work. I am delighted that Ben will be stepping up to take over from me.”
Howe, who joined Cirencester Friendly in 2019, has extensive experience in operational change and strategy.
Since 2022, he has led the society’s transformation programme and chaired its Consumer Duty Group, focused on improving outcomes for members.
As COO, he will join the board and oversee customer operations, business change and transformation, and technology.
Howe added: “I am both honoured and excited to take on the role of chief operating officer.
“Having worked closely with Shirley for the past few years, I know I am taking over a function in excellent health, and I hope to make the most of the momentum that has been built, ensuring the society continues to deliver excellent service and value to its members.”
The society has also appointed Joanne Safo as a non-executive director.
Safo, founder and CEO of InsurTech firm Lukango, brings nearly 20 years of experience in insurance, technology, and data-led transformation.
Andy Morris, CEO of Cirencester Friendly, added: “I would like to say a heartfelt thank you to Shirley for the dedication and enthusiasm she has brought to the society.
“Shirley and Ben have worked closely together, ensuring a smooth transition, and we couldn’t wish for a better successor.
“I am also delighted to welcome Joanne Safo to our board — her expertise will be invaluable as we continue to embrace technology and pursue our growth ambitions.”
