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Lowe’s realigns leadership toward improved customer experience


Mooresville, N.C. -- Lowe’s Cos. said Tuesday it has realigned corporate personnel and responsibilities to focus the home improvement retailer more closely on customer experience strategies.

Lowe’s established a Customer Experience organization, led by chief customer officer Gregory M. Bridgeford, charged with creating customer experiences that will best serve customers and differentiate Lowe’s from its competitors.

Reporting to Bridgeford will be customer experience design executive Bob Gfeller, former executive VP merchandising; chief marketing officer Tom Lamb, former as senior VP marketing and advertising; and digital interfaces executive Mike Mabry, former executive VP logistics and distribution.

The newly named operations organization will be led by COO Rick Damron. Direct reports include: Dennis R. Knowles, U.S. stores executive, formerly senior VP specialty sales and store operations support; Brent G. Kirby, sales & service fulfillment executive, formerly senior VP store operations – north division; and Gary E. Wyatt, real estate executive.

Other personnel changes include: Richard D. Maltsbarger is now business development executive, previously serving as senior VP strategy; Brian Peace is now corporate administration executive, previously serving as senior VP corporate affairs; and Doug Robinson is now head of international operations and development, previously serving as senior VP international operations and customer support services.

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