Since her start with N Brown in January 2024 as supply chain director, Clare’s responsibilities have now broadened to encompass oversight of the entire customer experience spanning supply chain, customer service, and customer insight functions.
This move aims to consolidate responsibility for customer-facing aspects within N Brown’s array of retail brands.
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N Brown interim chair and group CEO Steve Johnson 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 chief customer operations officer 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.”
Based in Manchester, N Brown ranks in the top ten for clothing and footwear, with a focus on home products.
The company employs more than 1,400 individuals across the country. Its portfolio includes retail brands such as JD Williams, Simply Be, and Jacamo.
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By GlobalDataThe UK retailer has been focusing on strengthening its brand portfolio through various initiatives.
These include launching new trading websites for its key brands to improve customer experience, introducing a new campaign for its Simply Be AW24 collection, and hiring a creative agency to increase brand visibility.
Empson said: “I’m delighted to be taking on this new role 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.”
The announcement follows closely on the heels of Dene Jones’ appointment as CEO of retail at N Brown effective 1 February 2025, succeeding Sarah Welsh after her five-year tenure.
Jones, formerly associated with Very as customer director, will lead the Retail domain and drive the development of distinctive brand propositions and unique product offerings for each of N Brown’s retail brands.
Additionally, Jones will manage product, trade, marketing, data analytics, and data visualisation teams.
In September last year, N Brown Group appointed Motel as the creative agency for its key brands.
N Brown introduced dissolvable packaging for its own-label garment products in November last year.
