Old Navy taps former Target marketing wiz as chief customer officer
A veteran brand and marketing veteran has joined the C-suite at Old Navy and also been tapped for a new role at its parent company, Gap Inc.
Michael Francis has been appointed chief customer office at Old Navy, and head of marketing shared services at Gap Inc. He will lead Old Navy’s “end-to-end customer strategy, with responsibility for strengthening brand storytelling, deepening customer engagement and evolving the customer experience across touchpoints.”
As head of marketing shared services at Gap Inc., Francis will also oversee media strategy and execution to help drive greater integration and effectiveness across the company’s portfolio of brands (Gap, Old Navy, Banana Republic and Athleta).
Francis has held senior leadership roles across retail, entertainment and consumer brands. But he is best known for his role at Target, where, as chief marketing officer, he played a key role in creating the discounter’s “cheap chic” image. He left Target in 2011 to serve as president of JCPenney under the leadership of then-new CEO Ron Johnson.
After serving less than a year at Penney’s, Francis departed to become chief global brand officer at DreamWorks Animation. His experience also includes serving as an advisor to companies, including Walmart and Old Navy, on brand strategy, customer engagement, and business transformation.
Francis will report to Haio Barbeito, president and CEO of Old Navy. He will work closely with leaders across Old Navy and Gap Inc. to align brand, marketing and customer experience strategies in support of the company’s next phase of growth.
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“Michael is one of the most respected brand builders in retail,” said Richard Dickson, President and CEO of Gap Inc. “With deep experience spanning retail, brand, and entertainment, he has a proven ability to connect creativity, culture, and commerce in ways that energize the business, attract customers, and build stronger brands with lasting loyalty. His leadership will be instrumental in strengthening Old Navy, advancing more integrated marketing capabilities across Gap Inc., and bringing to life a compelling vision rooted in meaningful storytelling.”
Old Navy operates more than 1,200 stores across the United States and Canada.
“I’m honored to join Old Navy at such an exciting moment for the brand,” said Francis. “Old Navy has a powerful connection with customers and enormous opportunity ahead. I’m excited to partner with Haio and the team to build on that momentum, elevate the customer experience and tell stories that are distinctive, modern and unmistakably Old Navy.”
