Petco is the latest retailer to overhaul its C-suite, with new appointments to the roles of Chief Services Officer, Chief Customer Officer and COO, as well as added responsibilities for Chief Merchandising Officer Amy College.
The company called the raft of executive changes “an evolution in its organizational design” aimed at aligning the leadership team to activate its customer-first strategy.
“These appointments and our organizational design are emblematic of our focus on putting the customer and data at the center of everything we do as we meet the customer’s need of a single partner for the health and wellness needs of their pet,” said Petco CEO Ron Coughlin in a statement. “It also manifests our dedication to driving operational excellence. Lastly, it highlights the tremendous talent we have at Petco and our focus on developing that talent.”
The new appointments include:
- Justin Tichy, currently Chief Pet Care Center Officer, has been named as the company’s new COO, alongside the news that current COO and President of Services Mike Nuzzo will be leaving Petco after more than seven years with the company. In his new role Tichy will take on additional responsibility for companywide logistics, including oversight of the company’s distribution centers, while continuing to run Petco’s 1,400+ Pet Care Centers in the U.S. The company hopes that by tightening the link between distribution and the Pet Care Centers, the right inventory will be in the right places to meet customer demand.
- Jason Heffelfinger, currently SVP of Services, has been promoted to Chief Services Officer. Heffelfinger has been central to the build-out of the company’s owned vet model, including the acquisition of its Thrive joint venture and smaller veterinary hospitals, and has also led the rapid acceleration of Petco’s grooming business.
- Darren MacDonald, currently Chief Digital and Innovation Officer, is taking on an expanded role as Chief Customer Officer. In this new role, MacDonald will lead customer-focused teams, including his current digital team, as well as marketing, membership, loyalty, enterprise analytics/data science and customer service.
- Chief Merchandising Officer Amy College is taking on responsibility for demand planning in order to allow her and her teams to drive a more integrated view of product and customer demand.