Local ShoppingWalgreens creates new chief customer officer role

Walgreens creates new chief customer officer role


Dive Brief:

  • Months after stepping into the role of Walgreens Boots Alliance CEO, Rosalind Brewer has appointed new execs to the leadership team, including the company’s first chief customer officer.
  • The company appointed Danielle Gray as executive vice president and global chief legal officer for WBA, Tracey Brown as president of retail products and chief customer officer for Walgreens and Jeff Gruener as senior vice president and chief financial officer for Walgreens, according to a Friday press release. 
  • Gray will begin her role in mid-September, Brown will start in November and Gruener’s appointment is effective Monday. 

Dive Insight:

Brewer, who was a former Starbucks executive, started her role in mid-March after her predecessor Stefano Pessina, then the CEO of Walgreens Boots Alliance, stepped down as CEO to become the executive chair of the board. Now the company is seeking a new leadership team as it attempts to build momentum across its business.

In the newly created role of president of retail products and chief customer officer, Brown will oversee Walgreens’ customer experience and implement growth strategies. She will also manage the company’s marketing and merchandising operations and direct its omnichannel experience for in-store, mobile and online shoppers, the company said. 

Before joining Walgreens, Brown most recently was the CEO of the American Diabetes Association, where she spearheaded collaborations between the organization and retailers, government officials, medical systems and insurance companies. Prior to leading the ADA, Brown also served as the senior vice president of operations and chief experience officer for Walmart and Sam’s Club. 

Newly appointed CFO Gruener brings prior experience at Walmart, where he held a number of positions including senior vice president of finance and strategy, senior vice president of merchandising operations, vice president of finance for Sam’s Club and vice president of global procurement.  Prior to his time with Walmart he worked with Sears Holdings Corp where he served in a variety of business development, strategy and marketing roles. As CFO he will lead the finance organization for Walgreens, which represents the U.S. segment of WBA. 

As WBA’s executive vice president and global chief legal officer, Gray’s role is to support the company’s strategy, goals and to mitigate any legal challenges. Prior to WBA she served as senior vice president, chief legal and administrative officer and corporate secretary Blue Cross and Blue Shield of North Carolina since 2018.

As the company shifts its leadership, it also has introduced financial and delivery services to attract customers. In February, the company teamed up with Instacart to expand same-day deliveries to almost 8,000 stores across the country. The following month, the company announced plans to launch digital bank accounts that will be available to customers online and at 9,000 of its stores. And, in mid-August, it unveiled its myWalgreens credit card program.



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