JCPenney Names New Chief Customer Officer

JCPenney has named Katie Mullen as the retailer’s new chief customer officer. Previously the company’s chief digital officer, Mullen will continue to oversee the department store’s e-commerce strategy and omnichannel development, with an added emphasis on customer marketing, engagement, analytics and more.

In her new role, Mullen will lead the company’s efforts to deliver an end-to-end integrated shopping experience that is relevant for today’s customers. A key focus of this new role is driving innovation in digital, data and analytics to transform how customers experience JCPenney. 

“A core part of JCPenney’s overarching transformation strategy and our shift back to the basics has been a relentless focus on our customer’s needs,” said Marc Rosen, chief executive officer of JCPenney. “There are encouraging signs that we’re on the right track. We’ve seen an uptick in customers returning to shop with us – an increase in customer frequency for the first time in five years – and they’re spending more.” 

While at JCPenney and throughout her career, Mullen has leaned into the application of customer data analysis to support brand strategy. In her most recent role as chief digital officer, she played a vital role in supporting the company’s transformation journey, focused on the digital enablement of the organization.

“I’m looking forward to continuing to improve how JCPenney reaches and serves America’s diverse working families,” said Mullen. “In our efforts to restore relevance with customers, we’ve sought to better meet their style, product and shopping preferences while also making our stores more reflective of the communities around us. I’m excited to work alongside our JCPenney leadership team to continue engaging customers in ways that matter most to them.”