Walgreens Boots Alliance, Inc. names Tracey Brown President of Retail Products and Chief Customer Officer.
As President of Retail Products and Chief Customer Officer, a newly created position, Brown will be responsible for the Walgreens customer experience across all consumer touchpoints and will help to create and execute key strategies that move the business forward in a complex and dynamic competitive landscape. She will lead the visioning, leadership, strategic direction and performance of the customer experience, developing a unique and modern customer value proposition. In addition, Brown will oversee Walgreens marketing and merchandising functions, responsible for further accelerating the company’s digital transformation, to create seamless integration across all channels – in-store, mobile and online – to provide a unified, consistent brand experience.
Most recently, Brown has served as Chief Executive Officer for the American Diabetes Association (ADA) since 2018, where she led a healthcare transformation and financial turnaround of ADA’s business. She led the creation of innovative solutions and new ways of working with diabetes ecosystem partners, including hospitals/medical systems, insurance companies, PBMs, retailers and government officials, while also breaking down health inequities in communities across the U.S.
Prior to the ADA, Brown was SVP, Operations and Chief Experience Officer for Walmart/Sam’s Club, where she helped drive a double digit increase in company performance by growing customers through experience, transforming merchandise and leading digital platforms and strategy. She also served as Chief Member and Marketing Officer, overseeing membership operations, data and analytics, omni-channel integration, personalization, and other initiatives, which were instrumental in driving more than $2 billion in sales growth during her tenure.
Brown graduated from the University of Delaware with her B.S. in chemical engineering and received her MBA from Columbia Business School. She will report to John Standley, Executive Vice President, WBA and President of Walgreens, with her first day planned for the beginning of November.
“This is a tremendous opportunity to work for a brand with such a strong heritage and history, deeply rooted in communities, and I’m excited to work with the team to find new and different ways to differentiate the customer experience,” Brown said. “I’m especially inspired to make a positive impact on the daily lives of the millions of customers that Walgreens serves each day – as well as improving the health and well-being of all people across the country. I look forward to furthering the great momentum that Roz, John and others across the company have built.”