Kohl’s Department Stores has announced the appointment of Michelle Gass to the newly created position of chief customer officer. She reports directly to Kohl’s chairman, president and CEO Kevin Mansell.
Gass will lead Kohl’s branding across all channels, the retailer stated. She will oversee all marketing efforts, the company’s e-commerce business on Kohls.com and the customer’s total omnichannel experience. Before joining Kohl’s, Gass spent 16 years with Starbucks Corp. in a variety of senior leadership roles touching on global strategy, marketing and category management. Most recently, she was president, Starbucks Europe, Middle East and Africa, overseeing company and licensed operations across 36 markets and 1,900 stores.
“I am extremely pleased Michelle is joining the Kohl’s leadership team,” Mansell said. “She comes to us with a track record of success and the experience, skills and imagination to lead and accelerate Kohl’s omnichannel efforts, as well as develop new strategies to move our consumer engagement in new directions. I fully expect this to be the start of an exciting journey to drive new growth for the company across all of our business areas.”
In another announcement, Kohl’s said it would open a 240,000-square-foot customer service operations center in Dallas. It noted that it expects to open the facility in late spring 2014 to support the continued growth of the company’s Kohl’s Charge program and Kohls.com.