Target focuses on customer experience and supply chain in latest management shakeup


Diving brief:

  • Target announced a series of management changes on Thursday, just a year after making similar changes. At a time of intense supply challenges, the company elevates its director of supply chain and logistics to the senior management team. Already in that role, Arthur Valdez, who moved from Amazon to Target in 2016, reports as usual to chief operating officer John Mulligan.
  • Cara Sylvester has been promoted again, this time to the new role of chief customer experience officer. Its task is to “further differentiate Target’s best-in-class customer experience” and attract more shoppers to its stores, website and app, by a company press release.

  • Brett Craig has been promoted to chief information officer, replacing longtime chief information officer Mike McNamara, who is retiring. Christina Hennington, director of growth only last year, will lead Target in India, overseeing merchandising, product design and sourcing, as well as strategy, insights and growth.

Overview of the dive:

The habit of shaking the C-suite can be a bad sign, but that’s not true at Target. Some of the executives benefit from consecutive promotions. In a statement, CEO Brian Cornell called them “the most talented and committed team in retail.”

“The updates we are making to our leadership team reflect the size and scale of our $100 billion+ business, while positioning the company for continued momentum well into the future,” he said. he also stated.

The retailer, whose last quarter marked 19 consecutive quarters of growth, will this year strengthen its physical footprint, renovate more stores and invest in its digital, fulfillment and distribution capabilities, all as part of a plan $5 billion scale. operations.

Cornell noted the company’s “considerable growth over the past two years.” But the changes he announced also serve to admit that opportunities for growth will soon be harder to come by, according to GlobalData Managing Director Neil Saunders.

“Target’s management moves come from a position of strength, but they’re also made with the realization that over the next few years it will be much, much harder to generate growth,” he said. he declared by e-mail.

That means doubling its success, optimizing its operations and eliminating barriers to growth, according to Saunders.

“Nowhere is this truer than in the customer experience where customer friction and frustration should be minimized and delight should be amplified,” he said. “It is interesting and significant that Target has created a new role here, which now takes responsibility for technology. As with many retailers, it is about putting the customer first and ensuring that technology and broader operations meet the needs of buyers.”

In addition to other changes announced Thursday, Target said Matt Zabel has been promoted to general counsel.

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