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Dive Brief:
- Home Depot has named Jordan Broggi as executive vice president of customer experience and president of online, the home improvement retailer announced Thursday. The company concurrently announced the retirement of its most recent executive vice president of customer experience, Matt Carey.
- Starting Monday, Broggi will be in charge of the vision, design and development of the retailer’s customer experience in-store, online and on mobile. He will also continue to manage the company’s e-commerce operations, merchandising and customer experience for the retailer’s digital properties.
- Broggi most recently served as senior vice president and president of online. During his 11-year tenure at the company, he has held finance, supply chain and business development-related positions.
Dive Insight:
In April 2022, Home Depot appointed Matt Carey as its executive vice president of customer experience. It was a new role for the company at that time, with the aim of developing strategies to improve the customer experience across in-store and digital channels. Carey already had years of experience at the retailer enhancing the company’s digital presence, supply chain operations and stores.
Carey will stay on in an advisory capacity until his retirement in December, ending his 16-year tenure at the company. Home Depot credited Carey with shaping the company’s IT infrastructure and software development.
Broggi, meanwhile, will add customer experience initiatives to his role.
“Jordan is a fantastic leader with a deep understanding of our customers and our business,” CEO Ted Decker said in a statement. “In his role as president of our online business, he brought data-driven innovation and value to the millions of customers and suppliers who use our website and mobile app. I look forward to his leadership and expertise as we continue to remove friction from our customers’ interconnected experience.”
Though the company’s sales have slid amid a sluggish housing market, its online sales were a bright spot in its recent earnings report. The company reported that its net sales dipped by 2.3% year over year to $36.4 billion. However, the retailer’s sales from digital platforms saw a 3.3% bump from the previous year. Plus, the company fulfilled almost half of its online orders through its physical stores, said Billy Bastek, Home Depot’s executive vice president of merchandising, during an earnings call.
The company’s change in online leadership follows a data breach last month. The company disclosed that it suffered a data breach due to a vendor error. The incident resulted in the leak of “a small sample” of employees’ personally identifiable information, according to the company.
via https://www.aiupnow.com
Tatiana Walk-Morris, Khareem Sudlow
