Matalan appoints new chief customer and omni-channel officer
According to the retailer, the new customer function will ‘connect all customer touchpoints and provide further clarity and accountability for customers’
Matalan has announced the appointment of Ali Jones as its new chief customer and omni-channel officer, effective from today (19 April).
Jones, who was the customer and community director at the Co-operative from 2018 to 2022, will be responsible for establishing a new customer function within the retail group.
According to the retailer, the new customer function will “connect all customer touchpoints and provide further clarity and accountability for customers”.
The majority of Jones’ retail career was spent in customer-centric strategic roles at an executive level. Prior to her time at Co-op, she held senior brand, omni-channel and marketing roles at Debenhams, M&S, Next and Arcadia Group.
Jo Whitfield, chief executive of Matalan, said: “I am really excited about the opportunity that this appointment will give us, building on the great foundations and plans already in place. Working closely with Ali and her team, we will build a connected strategy and stronger brand experience, however our customers choose to shop with Matalan.”
Jones added: “I am both excited and honoured to be joining such a great brand and look forward to working again with Jo and with Karl-Heinz and the wider team at Matalan.
“There is no doubt that Matalan’s value proposition is ever more important to customers in the current inflationary environment, and I believe there is a great opportunity to transform the customer journey and bring more consumers to Matalan, more often, via a seamless omni-channel experience.”
