N Brown appoints Clare Empson as chief customer operations officer

N Brown Group has revealed Clare Empson has been promoted to the newly created role of chief customer operations officer.

Empson joined N Brown in January 2024 as director of supply chain and is expanding her remit to lead the customer operations domain.

The newly created role of chief customer operations officer includes responsibility for the overall customer journey and experience, including supply chain, customer service and customer insight, ensuring “clear accountability for those areas that directly impact the customer experience across N Brown’s retail brands”.

Steve Johnson, interim chair and group CEO at N Brown, said: “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.”

Empson added: “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.”

Empson’s promotion quickly follows the company’s appointment of Dene Jones as the group’s new CEO of Retail. Jones will succeed Sarah Welsh, who last year confirmed her decision to leave the group after five years in post.