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Walgreens Debuts Chief Customer Officer Role

Tracey Brown Walgreens
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Walgreens Boots Alliance (WBA) has made a series of new executive appointments that include the creation of the role of Chief Customer Officer for Walgreens, responsible for the customer experience across all consumer touch points. That role will be filled by Tracey Brown, who also will serve as President of Retail Products for Walgreens. Additionally, Jeff Gruener will join Walgreens as SVP and CFO, and Danielle Gray will take the EVP and Global Chief Legal Officer position for WBA. 

The news follows on the launch earlier in August 2021 of the myWalgreens credit card program, which rewards wellness choices. The credit card program is only the latest move in the retailer’s efforts to refresh its business, which also have included the expansion of same-day delivery capabilities and hosting a Localization Summit to increase stores’ locally sourced product offerings. 

In her new role as President of Retail Products and Chief Customer Officer, Brown will lead the strategic direction and performance of the Walgreens customer experience as well as oversee Walgreens’ marketing and merchandising functions. She will be responsible for accelerating the company’s digital transformation and lead integration across all channels — in-store, mobile and online — in order to provide a unified, consistent brand experience. 

Brown most recently served as CEO of the American Diabetes Association (ADA), where she led a healthcare transformation and financial turnaround of the ADA’s business. Prior to the ADA, Brown was SVP, Operations and Chief Experience Officer for Walmart/Sam’s Club

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“This is a tremendous opportunity to work for a brand with such a strong heritage and history, deeply rooted in communities, and I’m excited to work with the team to find new and different ways to differentiate the customer experience,” said Brown in a statement.  

Newly appointed SVP and CFO Gruener will lead the finance organization for Walgreens. Most recently, Gruener was with Walmart, where he served in a number of roles of increasing responsibility over his 12 years with the company, including SVP of Finance and Strategy, SVP of Merchandising Operations, VP of Finance for Sam’s Club and VP of Global Procurement. Prior to Walmart, he worked at Sears Holdings Corporation

Gray will be responsible for supporting the company’s business strategy, goals and mitigating any legal barriers to achieving business objectives. She joins from Blue Cross and Blue Shield of North Carolina.

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