J.C. Penney names Katie Mullen chief customer officer

By

Jennifer Braun

Published
Apr 20, 2023

American retailer J.C. Penney announced on Thursday the appointment of Katie Mullen as chief customer officer. 

Mullen, who was most recently J.C. Penney’s chief digital officer, will continue to oversee e-commerce strategy and omnichannel development, with an added emphasis on customer marketing, engagement, analytics and more.

In particular, Mullen has been tasked with driving innovation in digital, data and analytics to transform how customers experience J.C. Penney. The company will continue to invest in both physical and digital experiences, powered by technology.

“A core part of J.C. Penney’s overarching transformation strategy and our shift back to the basics has been a relentless focus on our customer’s needs. 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,” said Marc Rosen, chief executive officer. 

“Creating space for Katie to link our digital technology, customer insights and personalization capabilities and to bring it to life through an integrated, end-to-end customer experience is a natural evolution of her role and will help take us to the next level.”

As chief digital officer, Mullen is credited for supporting the company’s digital transformation journey. Prior to joining J.C. Penney, she served as the chief digital officer at Neiman Marcus Group where she led the neimanmarcus.com business and oversaw the performance marketing team. 

“I’m looking forward to continuing to improve how J.C. Penney 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 J.C. Penney leadership team to continue engaging customers in ways that matter most to them.”

Earlier this year, the retailer also appointed Keith Melker as its new chief transformation and strategy officer, responsible for transformation, strategy and partnerships.