Signet Jewelers Limited has announced several organisational changes designed to enable execution of key business priorities including strengthening customer service, enhancing digital capabilities and driving profitable growth.
Changes include promotions within the UK division and the appointment of a digital expert to the board of directors, following a short fall in this area during the holiday season.
In the UK Signet has promoted UK managing director, Sebastian Hobbs, to the newly created role of president and chief customer officer.
Signet chief executive officers, Mark Light, comments: “We view this new role of president & CCO as critically important to the future success of our organisation. As the world’s largest diamond jewellery retailer, Signet is committed to continually earning the trust of our customers and ensuring they have a world-class experience. Seb’s experience uniquely positions him to succeed in this newly created role which reflects the importance we place on the customer experience at Signet. We are confident Seb will provide the leadership necessary to provide our customers with a strong voice and build a highly attentive and responsive omni-channel organization.”
In his new role Hobbs will report directly to Signet’s CEO and has global responsibility for leading all three of Signet’s critical, customer-facing functions: store operations, merchandising and marketing, including the continued development of a best-in-class omni-channel experience.
Signet also announced that Emma Hayward will be promoted from UK store operations director to executive director of the UK Division, reporting to Hobbs, who will continue to oversee UK operations in his role as president & CCO.
In addition Signet has also announced that Brian A. Tilzer, currently chief digital officer at CVS Health, has been appointed to the Signet board of directors to boost the company’s digital expertise and fill a newly created board position effective immediately.
“Brian brings to Signet deep, innovative digital and e-commerce experiences at major retailers,” says Signet chairman H. Todd Stitzer. “There is a valuable connection between Brian’s very specific experience and the strong growth opportunities ahead for Signet. Brian is a successful innovator in the digital space and we believe his knowledge and insight will make Brian a valuable addition to the Signet board of directors.”
Tilzer has more than 20 years of experience in strategic business development, operations and information technology, with a deep concentration in corporate and ecommerce strategy.
Elsewhere in the business Bryan Morgan, EVP, supply chain management and repair, has been promoted to Signet’s new chief operations officer reporting to CEO Mark Light. Morgan will be responsible for working closely with the company’s chief information officer to deliver against our IT systems objectives.
“The ongoing modernisation of Signet’s IT systems is critical to meeting increasing consumer demand and supporting an exceptional online shopping experience,” comments Light. In the new role Morgan will also lead Signet’s transformational initiatives and operational efficiency objectives, in addition to his current responsibilities for the expansion and harmonisation of Signet’s international distribution centres and logistics, implementing enhancements to customer repair procedures, and continuously improving the Company’s strategic procurement processes.
Additionally, George Murray, chief merchandising and marketing officer, has been named to the new role of chief retail insights and strategy officer, reporting to Light. The move reflects the increasing complexity and scope of the business and a greater emphasis on retail and consumer data to drive strategy across the business.
Murray will continue to play a key role on Signet’s executive committee. He will also focus on identifying strategic opportunities for future growth, building out a world-class retail analytics function and fully integrating our retail analytics capabilities with the strategy team.
In addition to the new leadership position appointments, Signet has announced the retirement of two long-time executives: Ed Hrabak, Signet chief operations officer; and Tryna Kochanek, EVP, North American Store Operations. Each executive has committed to ensuring a smooth transition prior to departure.
Light concludes: “We continue to align our organisation and priorities with our Vision 2020 strategy and the changing retail environment, characterized by evolving shopping habits and increasing customer expectations for an outstanding digital experience. We are investing and directing more resources to improve the overall customer omni-channel journey, re-emphasizing our commitment to the customer experience and enhancing our analytics function to ensure we are offering products and services that appeal to today’s and tomorrow’s customers. These changes and investments support the long-term growth of our business and build upon our competitive strengths and leading market position.”