Matalan has named former Co-op customer and community director Ali Jones as its new chief customer and omnichannel officer.

She will begin her new role at Matalan tomorrow, April 19, and will take on the responsibility for “establishing a new customer function within Matalan to connect all customer touchpoints and provide further clarity and accountability for customers”.

Jones also previously held a range of senior brand, omnichannel and marketing roles at Woolworths Australia, Marks & Spencer, Debenhams, Next and Arcadia Group.

Matalan said in a statement that its customer and omnichannel function of the business will now incorporate its marketing, ecommerce and international teams to create “one dedicated team” working collaboratively.

The announcement follows Matalan’s recent appointment of Jo Whitfield as chief executive of the retailer and Karl-Heinz Holland as chair.

Jones said of her appointment: “I am both excited and honoured to be joining such a great brand and look forward to working again with Jo and with Karl-Heinz and the wider team at Matalan.

“There is no doubt that Matalan’s value proposition is ever more important to customers in the current inflationary environment, and I believe there is a great opportunity to transform the customer journey and bring more consumers to Matalan, more often, via a seamless omnichannel experience.”

Whitfield added: “I am really excited about the opportunity that this appointment will give us, building on the great foundations and plans already in place.

“Working closely with Ali and her team, we will build a connected strategy and stronger brand experience, however our customers choose to shop with Matalan.”


Future Leaders: UK retail’s 30 CEOs in waiting unveiled

Ali Jones was recently recognised among Retail Week’s predictions of individuals that will become retail CEOs in the years ahead. View the Future Leaders report in full here.