Best Buy Bolsters Customer Centricity With Senior VP - Twice

Best Buy Bolsters Customer Centricity With Senior VP

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Minneapolis, Minn. – Best Buy further cemented its customer centricity strategy by creating a senior VP position for enterprise transformation that reports directly to president/COO Brian Dunn.

Filling the post is Susan Wollan Fan, a partner at the retail consultancy firm Accenture who has worked closely with Best Buy executives for seven years on improving the company’s growth and performance. In her new role, effective immediately, she is responsible for “ensuring that Best Buy’s business processes, capabilities and operating model support the company’s continual evolution as a customer-centric organization,” the company said.

“Our company continues to evolve as we translate our employees’ insights and ideas into experiences that delight our customers,” Dunn said in a statement. “Our organization, and how it functions, must be structured in such a way that allows us to be solid on the fundamentals but nimble enough to pursue new opportunities aggressively. Sue’s experience in driving large-scale change, as well as her deep knowledge of Best Buy, makes her an extraordinary asset as we seek to create a structure that best supports our dynamic customer-centric enterprise.”

Wollan Fan joined Accenture in 1984 and was promoted in 1998 as the first woman partner in Accenture’s Minneapolis office. In addition to her work there with Best Buy, she has consulted with more than 20 major retailers and consumer brands, including Sears Canada, Safeway Stores, Pillsbury and ShopKo.

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