Lowe’s improves customer focus with newly created exec roles

Lowe’s has created two new executive positions, with the goal of streamlining its operations to better serve its customers. The new positions are chief customer officer and chief operating officer, and they will be filled by current EVP business development, Gregory Bridgeford, and Rick Damron, EVP store operations, respectively. The promotions are effective May 5, and both executives will report to Robert Niblock, chairman, president and CEO.

“As we continue to transform Lowe’s to a leaner, more nimble, multi-channel company, we took a hard look at our organizational structure and opted to make changes to support our efforts to deliver outstanding customer experiences,” said Niblock. “Lowe’s is fortunate to have a deep and talented bench of executives like Greg and Rick, with experience across home improvement disciplines. I am confident these leaders can deliver on our goals to serve customers whenever and however they choose to engage with Lowe’s.”

In his role as chief customer officer, Bridgeford will be responsible for creating experiences that will best serve customers and differentiate Lowe’s from its competitors. The CCO’s functional areas will include customer experience design, merchandising, marketing and communications, digital interfaces, and pricing and promotion. Bridgeford has more than 30 years of experience in home improvement, having served in business development and strategic planning roles since 1999. He joined the company in 1982 and has served in a variety of increasingly responsible roles, including SVP merchandising and SVP marketing.

Damron’s responsibility as COO will be to deliver the customer experience. He will oversee stores operations, sales and service fulfillment, product fulfillment, real estate and facilities, and loss prevention and safety. Damron joined Lowe’s in 1981 and has worked in every aspect of the company’s store operations, and has also served as SVP of logistics. He has served as EVP store operations since 2011, with responsibility for all of Lowe’s stores as well as the company’s specialty sales businesses.

Source:  retailingtoday.com