Walmart has recruited Janey Whiteside, a veteran executive from American Express, to fill the new role of executive vice president and chief customer officer for the U.S. and e-commerce divisions.
Walmart U.S. CEO Greg Foran and Walmart U.S. eCommerce CEO Marc Lore made the announcement in an employee memo on Monday (July 2) that was obtained by Talk Business & Politics.
Walmart said the creation of the new role creates a “step change” for the company and reflects the passion it has for keeping customers at the center of every move it makes. Whiteside will be based in Hoboken, N.J., the headquarters of Jet.com where Lore is also based. She will join Walmart on Aug. 1.
She has spent 20 years at American Express in roles ranging from international pricing, relationship management and marketing, to customer engagement and global products, benefits and services. The retailer said Whiteside’s experience expanding American Express products and loyalty programs into new areas, and with younger customers is an asset that should help Walmart.
“As we work together to be the best retailer, no matter how our customers shop, Janey will play a critical role looking after our brand and thinking through the customer journey – from acquiring new customers to their shopping experience and resolving any issues they may have. This holistic view will ensure we are creating seamless, cohesive and best-in-class experiences,” Foran and Lore noted in their memo.
Barbara Messing, an executive from Trip Advisor, is also joining Walmart to backfill the role vacated by Tony Rogers, the former senior vice president and chief marketing officer for Walmart U.S. and Walmart U.S. eCommerce. Rogers is moving into a new role as chief member officer at Sam’s Club. Walmart said Messing will be based in Bentonville.
Walmart said Whiteside will report to Foran and Lore and will oversee the following employees: Messing, Simon Belsham, president of Jet.com, Jordan Sweetnam, senior vice president of customer experience and product for the online division, and Rahul Joshi senior vice president of customer care at Walmart.com.
Kirsten Evans, senior vice president of corporate marketing, will transfer to a new role on the retailer’s international marketing team. Walmart said it will soon share more information on the new role.
Walmart has not yet filled the role of chief operating officer for Walmart U.S. that was vacated by Judith McKenna earlier this year as she was promoted to CEO of Walmart International after David Cheesewright’s retirement. Foran recently told Talk Business & Politics he had split the duties of COO among two other executives and a replacement would be likely be named later.