Fashion/homeware digital retailer N Brown has promoted Clare Empson to the newly created key role of chief customer operations officer.

Empson, who only joined N Brown a year ago as director of Supply Chain, is expanding her remit to lead the retailer’s wider Customer Operations domain. 

The new role 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”, it said.

Steve Johnson, interim chair and group CEO, 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… 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 that taking on this new role comes “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.”