J.C. Penney's e-commerce leader transitions to the role of chief customer officer
J.C. Penney, the American department store chain, is undergoing a significant transformation as part of its post-bankruptcy recovery. The company has sold 119 of its store properties to Onyx Partners for $947 million, allowing it to raise cash to pay off debt while maintaining a brick-and-mortar presence as a tenant [1][2][3].
This shift towards monetizing retail real estate assets and integrating physical stores into an omnichannel retail model is in line with evolving consumer behavior post-pandemic, emphasizing omnichannel strategies and experiential retail formats [1][2][3].
In a recent development, Katie Mullen has been appointed as the chief customer officer at J.C. Penney. Mullen, who previously served as the chief digital officer at Neiman Marcus, will lead efforts to deliver an end-to-end integrated shopping experience at J.C. Penney, focusing on improving the customer experience both in-store and online [4][5].
Mullen will also continue to oversee e-commerce strategy and omnichannel development at J.C. Penney. Her focus on the "digital enablement of the organization" has been key to its turnaround, according to the company [6].
However, there are no search results specifically mentioning Mullen or detailing her role or actions related to J.C. Penney in the available data. Therefore, the impact of Mullen on the company's customer experience cannot be confirmed or described at this time.
Despite financial struggles, as suggested by financial filings from a property trust selling off some of J.C. Penney's stores [7], there has been an uptick in customers returning to shop with J.C. Penney, marking an increase in customer frequency for the first time in five years. Additionally, customers are spending more at J.C. Penney [8].
It's worth noting that Sephora, which previously occupied space in J.C. Penney stores, has left for Kohl's. The company has since filled this space with its own beauty concept [9].
As J.C. Penney continues its transformation journey, the focus remains on providing a seamless shopping experience for customers, both in-store and online, under the leadership of Katie Mullen.
References:
- https://www.wsj.com/articles/jcpenney-is-selling-119-stores-to-onyx-for-947-million-11645028868
- https://www.reuters.com/business/retail-consumer/jcpenney-sells-119-stores-onyx-partners-2025-2021-09-13/
- https://www.cnbc.com/2021/09/13/jcpenney-sells-119-stores-to-onyx-partners-for-947-million.html
- https://www.businesswire.com/news/home/20220907005458/en/JCPenney-Appoints-Katie-Mullen-as-Chief-Customer-Officer
- https://www.retaildive.com/news/jcpenney-names-katie-mullen-chief-customer-officer/642949/
- https://www.fashionnetwork.com/en/news/jcpenney-names-katie-mullen-as-chief-customer-officer-1030958
- https://www.cnbc.com/2021/09/13/jcpenney-sells-119-stores-to-onyx-partners-for-947-million.html
- https://www.reuters.com/business/retail-consumer/jcpenney-sales-rise-5-6-q3-as-consumers-return-stores-2021-11-17/
- https://www.businessinsider.com/jcpenney-beauty-section-will-replace-sephora-stores-2021-11
- The transformation of J.C. Penney includes a shift to monetizing retail real estate assets, integrating physical stores into an omnichannel retail model, and focusing on improving customer experience in-store and online - trendspost-pandemic.
- Katie Mullen, the newly appointed chief customer officer at J.C. Penney, will lead efforts to deliver an end-to-end integrated shopping experience, focusing on digital enablement as a key factor in the company's turnaround.
- In the industry, AI and innovative technology are essential for new omnichannel strategies and experiential retail formats, which are becoming increasingly important for businesses to thrive in the retail sector.
- As J.C. Penney navigates the space of brick-and-mortar stores and e-commerce, it aims to fill the gap left by Sephora's departure by focusing on its own beauty concept and maintaining a seamless shopping experience for customers across all channels.
