Jun 16, 2021
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Westfield owner names Puechoultres new chief customer officer

Jun 16, 2021

Global mall giant Unibail-Rodamco-Westfield (URW) waits to become a more customer-focused organisation. So the Wesfield owner has appointed Caroline Puechoultres as chief customer officer and group management board member, effective immediately.


URW said the hire was part of its “wider strategy to capture future growth opportunities in a rapidly changing retail environment".

Puechoultres will be responsible for growing and enhancing URW’s business and consumer offering. This will be achieved by strengthening the company’s commercial partnerships with brands and retailers, “further leveraging data analytics, developing media revenues and expanding omnichannel services including click & collect and [kerb]side delivery, while also driving innovation and strengthening marketing and branding”.

Her experience spans retail, hospitality, media and digital. Most recently, she was sales and strategy director for Carrefour Market, as well as a member of the company’s senior management committee in France. 

She also has extensive experience managing international projects and teams including at Procter & Gamble, Intermarché, Tiscali, and Club Med.

Commenting on the appointment, Jean-Marie Tritant, chief executive of URW, said: “It is critical for URW to better understand evolving consumer preferences, digital opportunities and to leverage the audience at our assets so we can drive growth as well as capitalise on the ongoing disruption of the retail industry. 

“Caroline’s expertise will help us accelerate the customer-centric transformation already underway at URW, and ensure we continue to create quality experiences, meet and exceed customer expectations, and strengthen the Westfield brand.”

Meanwhile, Michel Dessolain, who served as interim CCO, will take on a new role reporting to the CEO and will continue to serve as a “permanent guest" on the management board.

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