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Research Outline

Prepared for Toopan B. | Delivered March 13, 2020

Chief Customer Officer for Retail Companies

Goals

Identify 3-4 retail companies with established Chief Customer Officer roles and provide information on the scope of duties for the customer experience officer or team, the required qualifications for the role and metrics used to measure the success of the role. If there is specific information available for the Chief Customer Officer (or similar role) at the company, we will provide the name of the person, a link to their LinkedIn profile, a list of their previous positions (at least two previous roles, if applicable) and highlights from press releases announcing their hiring for the position.

Early Findings

Walmart Chief Customer Officer

  •  Jamie Whiteside has filled the role of Chief Customer Officer for Walmart since the position was created in 2018.
  • The presentation slides with detailed information and sources can be accessed here.
  • The research team was unable to locate specific job requirements, responsibilities, and performance metrics for this role. This is likely because the position is new and Whiteside is the only individual to hold the role.

Target's Guest Center of Excellence

  • The Guest Center of Excellence was led by Jeff Jones, the former Chief Marketing Officer for Target.
  • The research team was only able to find limited information on this program. This is likely because the Guest Center of Excellence which was announced in 2014 is no longer in operation.
  • The presentation slides with detailed information and sources can be accessed here.