Walmart Goes Outside for Chief Customer Officer, New Marketing Chief

Walmart is realigning its leadership team behind two outside hires who will work jointly with its U.S. business and U.S. e-commerce teams.

Janey Whiteside is joining Walmart Aug. 1 in the newly created role of EVP and chief customer officer for both Walmart U.S. and Walmart eCommerce U.S.

“The creation of this role represents a step change for our company and reflects our passion for keeping the customer at the center of everything we do,” the company said in a memo from U.S. CEO Greg Foran and U.S. e-commerce CEO Marc Lore shared with associates earlier this week.

“As we work together to be the best retailer, no matter how our customers shop, Janey will play a critical role looking after our brand and thinking through the customer journey – from acquiring new customers to their shopping experience and resolving any issues they may have,” the memo continued. “This holistic view will ensure we are creating seamless, cohesive and best-in-class experiences.”

Whiteside has more than 20 years of experience at American Express in roles ranging from international pricing, relationship management and marketing to customer engagement and global products, benefits and services. According to Foran and Lore, her experience “expanding AmEx products into new areas, connecting with younger customers and creating experiences and rewards for card members are going to help us grow.”

Related:Walmart CMO Departing for New Role at Sam's

Whiteside will be based in Walmart’s e-commerce offices in Hoboken, N.J.

Joining Walmart as a key member of Whiteside’s team is Barbara Messing, who will take over as SVP and chief marketing officer in mid-August. Messing will lead marketing for Walmart U.S. and Walmart U.S. e-commerce.

Barbara Messing

Messing will succeed Tony Rogers, who is departing for a new role as chief member officer at Walmart’s Sam’s Club division, also a newly created role.

Messing joins Walmart after spending seven years at TripAdvisor. In that role, she helped the travel site pivot from a media-only site to an e-commerce player by adding the capability to book trips, Walmart said.

“We are impressed with her customer-centric approach to this challenge, and we are excited for her to lead our omnichannel focus,” the memo said.

Messing will be based in Hoboken.

Whiteside will report directly to Foran and Lore. Her team will include Messing, Simon Belsham, SVP and president of Jet.com; Jordan Sweetnam, SVP, customer experience and product, Walmart e-commerce; and Rahul Joshi, SVP, customer care, of Walmart e-commerce.

Kirsten Evans, SVP of corporate marketing – reportedly a candidate to have succeeded Rogers – will take on a new role within Walmart’s International team, the company said.