J.C. Penney announced on Thursday that Katie Mullen, the company’s Chief Digital Officer, will be transitioning to the role of Chief Customer Officer. Mullen joined J.C. Penney in early 2022, after leaving her position as Chief Digital Officer at Neiman Marcus.
J.C. Penney announced on Thursday that Katie Mullen, the company’s Chief Digital Officer, will be transitioning to the role of Chief Customer Officer. Mullen joined J.C. Penney in early 2022, after leaving her position as Chief Digital Officer at Neiman Marcus.
The department store is hoping that Mullen’s new role will help to deliver an integrated shopping experience for customers. She will continue to oversee e-commerce strategy and omnichannel development, as well as focus on the “digital enablement of the organization”.
J.C. Penney has been struggling financially, according to filings provided by a property trust selling off some of its stores. Many of its locations are in disarray, according to store checks by GlobalData Managing Director Neil Saunders. The company has had to configure yet another transformation plan under yet another set of leaders, which includes filling space once dedicated to Sephora with its own beauty concept.
CEO Marc Rosen said in a statement, “There are encouraging signs that we’re on the right track. We’ve seen an uptick in customers returning to shop with us – an increase in customer frequency for the first time in five years – and they’re spending more. Creating space for Katie to link our digital technology, customer insights and personalization capabilities and to bring it to life through an integrated, end-to-end customer experience is a natural evolution of her role and will help take us to the next level.”
J.C. Penney is hoping that Mullen’s new role will help to improve the customer experience both in-store and online. She has already worked to expand its application of customer data analysis to support its brand strategy.
The department store is hoping that Mullen’s new role will help to improve the customer experience and bring the company to the next level. According to CEO Marc Rosen, “Creating space for Katie to link our digital technology, customer insights and personalization capabilities and to bring it to life through an integrated, end-to-end customer experience is a natural evolution of her role."
Sources: https://www.retaildive.com/news/jc-penney-katie-mullen-chief-customer-officer/648189/
