Matalan appoints chief customer and omni-channel officer

Matalan has appointed Ali Jones to the new role of chief customer and omni-channel officer.

Set to join the fashion and homeware retailer on April 19, Matalan says her initial focus will be to establish a new customer function within the brand to connect with consumers touchpoints while enhancing clarity and accountability for customers.

Jones has an established background within the retail market, spending most of her career working in executive consumer-centric roles. She most recently worked as customer and community director at the Co-op group from 2018 to 2022, and has also held roles at Woolworths Australia, Debenhams, M&S, Next, and Arcadia Group.

Matalan’s CEO Jo Whitfield said that the appointment will allow the retailer to “build a connected strategy and stronger brand experience”.

Ali Jones said: “There is no doubt that Matalan’s value proposition is ever more important to customers in the current inflationary environment, and I believe there is a great opportunity to transform the customer journey and bring more consumers to Matalan, more often, via a seamless omni-channel experience.”