
N Brown Group has promoted Clare Empson to the newly created role of chief customer operations officer, in a bid to elevate its customer experience.
Empson, who joined the retailer in January last year as supply chain director, will oversee the customer journey and experience at the Simply Be and Jacamo owner, including supply chain, customer service and customer insight, ensuring accountability for those areas that directly impact the customer experience across its retail brands.
Group CEO and interim chair Steve Johnson said the creation of the new role addresses a fundamental objective of elevating the customer experience, “bringing responsibility for the entire customer journey under a single remit”.
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“At the heart of our strategic transformation is a commitment to aligning N Brown’s structure with our customers’ needs and elevating their experience as they interact with our brands,” he added.
Empson’s appointment comes weeks after Dene Jones, former customer director at Very, was named as CEO of retail at N Brown succeeding Sarah Welsh, who is leaving the business after five years.
Jones, who started this week, is in charge of leading the retailer’s domain and the “continued evolution of a distinct brand proposition and unique product offering” for customers across each of the group’s retail brands.
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