N Brown Group plc has announced the promotion of Clare Empson to the newly created position of Chief Customer Operations Officer. The role consolidates key areas of customer service, supply chain, and customer insight under a single remit, aligning with the company’s focus on improving customer experience.
Expanding leadership in customer operations
Clare Empson joined N Brown Group in January 2024 as Director of Supply Chain and will now expand her responsibilities to lead the broader Customer Operations function. Her promotion is part of the company’s strategy to enhance its customer journey across its retail brands.
The new role is designed to ensure clear accountability for all areas impacting customer experience, from logistics to customer service interactions. By uniting these functions, N Brown aims to strengthen its position as a digital-first retailer.
Strategic transformation for digital retail growth
Steve Johnson, Interim Chair and Group CEO at N Brown, commented on the appointment: “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. The creation of the new Chief Customer Operations Officer role, which I’m delighted Clare will be stepping into, directly addresses this fundamental objective, bringing responsibility for the entire customer journey under a single remit.”
The company’s transformation into a pureplay digital retail platform continues to shape its leadership structure, with a focus on optimising operations to meet evolving customer expectations.
Enhancing customer experience through integrated operations
In her new role, Empson will oversee key areas that influence the customer journey, ensuring seamless service from order fulfilment to post-purchase support. Her background in supply chain management positions her to drive improvements in efficiency and customer satisfaction.
Clare Empson expressed her enthusiasm for the new role: “I’m delighted to be taking on this new role at an exciting time for N Brown as we continue our evolution into a pureplay digital e-tailer, serving our loyal and otherwise underserved customers, offering them the best possible service at every stage of their journey.”
