US-based Gap Inc. has appointed a former Old Navy consultant as the brand’s chief customer officer. Michael Francis will take on this leadership role in addition to taking on the role of Head of Marketing Shared Services for the group.
Francis previously served as president of JCPenney, chief marketing officer at Target and chief global brand officer at Dreamworks Animation. He also advised organizations such as Walmart on brand strategy and business transformation.
At Old Navy, he will report to the brand’s CEO, Haio Barbeito. Francis is tasked with leading the end-to-end customer strategy. It should also strengthen the brand’s storytelling, customer loyalty and the customer experience.
In a statement, Barbeito said Old Navy has “real momentum.” Francis brings a “rare combination of strategic vision, creative instinct and commercial rigor” to the role. “As we continue to evolve the brand, Michael will help sharpen our presence with customers. He will also strengthen any connection they have with Old Navy.”
As Head of Marketing Shared Services for Gap, Francis will also be responsible for media strategy and execution. The aim is to drive integrated marketing capabilities across the group’s brands for the next phase of growth.
Francis said he was honored to join Old Navy “at such an exciting moment.” He added that a “tremendous opportunity” lies ahead.
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