Our Bad: QVC, HSN Had Huge C-Suite Shuffle

It’s no good excuse, but overwhelmed with our workload at our day job, we missed this press release awhile back from Qurate Retail, parent of QVC and HSN.

Check out these management changes:

Streamlined organizational structure to accelerate innovation, drive operational improvement, and enhance differentiated experiences at QVC and HSN.

West Chester, Pa. – Today, Qurate Retail, Inc., President and CEO David L. Rawlinson II announced new executive leadership appointments for Qurate Retail Group, as the company looks to accelerate its leadership in video commerce (“vCommerce”), drive continuous operational improvement, and deepen its differentiated brand experiences across its core vCommerce brands in the U.S.: QVC and HSN. vCommerce includes video-driven shopping across linear TV, ecommerce sites, digital streaming and social platforms. QVC and HSN are part of Qurate Retail, Inc. (NASDAQ: QRTEA, QRTEB, QRTEP).

“QVC and HSN are storied brands and are in positions of strength to lead the evolution and proliferation of vCommerce in the U.S.,” said Rawlinson. “This change places our best leaders in positions to execute and accelerate our turnaround efforts. We will be focused and agile as we deliver engaging ways to shop for our customers and other important outcomes for our stakeholders. I am confident that our teams for our flagship QVC US and HSN businesses, along with our shared services teams, will be able to drive innovation and return these brands to growth over time.”

These appointments create separate operating models for QVC US and HSN and include enhancements to each brand’s individual digital and merchandising capabilities. The following appointments are effective immediately. These executives report directly to Rawlinson.

Mike Fitzharris has been named President, QVC US; in FY 2021, QVC US represented approximately three quarters of QxH’s reported $8.3 billion in revenue.

Rob Muller has been named President, HSN; in FY 2021, HSN represented approximately one quarter of QxH’s reported $8.3 billion in revenue.

Mary Campbell has been named President of a new business unit created to accelerate Qurate Retail Group’s efforts in streaming and other live video commerce initiatives.

The new structure is designed to strengthen brand differentiation between QVC and HSN by giving each brand team direct control over its own merchandising, planning and programming, brand marketing, broadcast, and ecommerce organizations. The structure will establish clearer lines of accountability and accelerate decision making while maintaining the cost efficiencies gained through the prior integration of the businesses.

“This new operating structure will help us better leverage the core strengths of each brand, most notably the large, engaged and highly loyal customer base at each brand,” said Rawlinson. “We built both QVC and HSN on the power of live vCommerce experiences, storytelling and curation – which demand highly specific capabilities that other players in retail, ecommerce and media are just starting to develop. That said, we need to move at speed to stay competitive and relevant in this highly dynamic time for retail. Giving each brand more autonomy allows each team to stay on the pulse of its discrete customer base and better anticipate how to evolve to serve them. Further, our new structure will allow our seasoned leadership team to transform, unlock value, and bring these businesses to their full potential.”

QVC US – Mike Fitzharris

As President, QVC US, Fitzharris is responsible for driving growth, innovation and team member engagement for this vCommerce business. QVC empowers shoppers with knowledge and shares insights in a lively and engaging way. QVC offers an ever-changing collection of familiar brands and fresh new products – from home and fashion to beauty, electronics and jewelry – and connects shoppers to interesting personalities, engaging stories and award-winning customer service.

Fitzharris most recently served as Chief Commercial Officer for QVC US and HSN, with responsibility for merchandising, planning and programming, and operations (including fulfillment and customer service and experience) for both brands.

Fitzharris has served in a variety of senior leadership roles at QVC International and HSN over the past 10 years. From December 2015 to December 2017, Fitzharris served as CEO, Representative Director, and Chairman for QVC Japan, QVC, Inc.’s largest international market. During his two years in this role, Fitzharris re-energized QVC Japan while building a sustainable business for the long-term. In FY2017, QVC Japan achieved more than $930 million in revenue. Fitzharris also served as President, HSN, where he led the brand’s integration into the Qurate Retail portfolio and restructured to deliver on cost synergy expectations.

HSN – Rob Muller

As President, HSN, Muller is responsible for driving growth, innovation and team member engagement for this vCommerce brand. HSN takes shoppers on a journey – embracing the new, exploring untrodden paths, and bringing shoppers a unique perspective that enriches their lives. HSN offers a curated assortment of exclusive products and top brand names in health and beauty, jewelry, home/lifestyle, fashion/accessories, and electronics and incorporates entertainment, personalities and industry experts to provide a unique shopping experience.

Muller previously served as SVP, Global Strategy and Business Development for QVC and HSN, with responsibility for accelerating and scaling strategies to bring live and on-demand video shopping experiences to customers across devices and technologies, while promoting daily digital discovery and creating seamless experiences across customer touchpoints worldwide.

Across his 20-year career with Qurate Retail Group, Muller has served in a variety of senior leadership roles. From November 2016 to March 2021, Muller served as SVP and Market Leader for QVC UK. Under Muller’s leadership, QVC UK sustained strong viewership and revenue and grew its digital sales by more than 50%. In FY2020, QVC UK recorded approximately $700 million in revenue.

Accelerating Streaming Innovation – Mary Campbell

As President of the new business unit, Campbell is responsible for accelerating efforts in streaming and other digital live video commerce initiatives. This unit will be a source of innovation and a catalyst for growth. Campbell and her team will be accountable for growing digital revenues, separate from QVC’s and HSN’s traditional multiplatform experiences.

This new business unit will include key elements of the advantaged vCommerce ecosystem that QVC and HSN have built across newer digital platforms and devices – most notably, QVC and HSN’s interactive streaming shopping service on Roku, Comcast X1 and Xfinity Flex, Amazon Fire TV, LG, Apple TV, Android TV, Google Play Store and Google TV. This app offers six linear channels, VOD, and original programming designed for streaming. The app has been downloaded more than 7 million times on Roku, where the app has consistently been in the top 30 free movies and TV apps.

The new business unit will also house all other innovation efforts around live streaming services and new platforms, along with dedicated marketing, business development, customer experience and merchandising resources to accelerate Qurate Retail Group’s growth and ownership of digital live streaming shopping.

Campbell previously served as Chief Content, Digital and Platforms Officer, QVC US and HSN, with responsibility for platform distribution, content, and digital and broadcast platforms for the two businesses. During her 20-year tenure with the organization, Campbell has held a variety of leadership roles across merchandising and new media, including Chief Merchandising Officer, Qurate Retail Group, and Chief Commerce Officer, QVC US and Executive Vice President, Commerce Platforms for QVC, Inc.

Additional Leadership Updates

Qurate Retail Group has launched a search for a Chief Operating Officer, who will report directly to Rawlinson. This new role will lead U.S. fulfillment center operations, supply chain, customer support, global business services, procurement, and corporate real estate and workplace services.

Qurate Retail Group has also added a Chief of Staff role to Rawlinson’s leadership team to optimize business processes and own nascent strategy and business development functions. Krystyna Taheri has been appointed to this position effective immediately. Taheri joins Qurate Retail Group from Google and has an MBA from the Yale School of Management and a bachelor’s degree from Cornell University.

QVC Promotes Ken O’Brien To Senior Vice President Of Merchandising

It looks like the other shoe may have dropped in terms of filling the duties of former QVC U.S. President Claire Watts.

The No. 1 home shopping network Ken O’Brien to the position of senior vice president of merchandising. O’Brien is responsible for setting and executing QVC’s merchandising strategy for product brands across categories, as well as leading the engagement and management of QVC’s vendor community.

O’Brien’s elevation follows QVC’s promotion last month of Mary Campbell to the executive vice president of U.S. Commerce Platforms. She is responsible for guiding the strategic direction of the company’s TV, web, mobile, tablet and social while translating the QVC brand across all platforms to drive customer engagement and e-commerce sales.

And both these promotions follow the abrupt departure of Watts. When Campbell was promoted, we suggested that she was perhaps Watts’ replacement. But someone pointed out that Campbell did not have Watts’ merchandising responsibilities. Perhaps O’Brien will take on that role.

O’Brien will continue to report to Doug Howe, executive vice president of merchandising and planning of QVC U.S.

“At QVC, we curate an ever-changing mix of high-quality products, brought to life through storytelling by our hosts, product experts, celebrities, entrepreneurs and business owners,” Howe said in a canned statement. “With Ken’s solid track record of driving strong results, QVC will continue to bring the joy of discovery to millions of homes by offering brands that surprise and inspire our customers.”

Here’s the blurb on O’Brien:

Since joining QVC in 2000, O’Brien has held merchandising roles of increasing responsibility. In his most recent role as Vice President of Merchandising, he helped drive growth in QVC’s home products category by leading the merchandising strategy for QVC’s line-up of household, kitchen and cooking products.

Prior to that, as the Director of Merchandising for home products, O’Brien created strategies to elevate QVC’s kitchen electric and gift areas by introducing new brands, concepts and categories. He was also instrumental in developing QVC’s brand acquisition strategy for home products, by procuring and introducing notable household names, such as Keurig, Dyson and Vitamix.

Is Mary Campbell The New Claire Watts At QVC?

QVC has promoted Mary Campbell to Executive Vice President of U.S. Commerce Platforms, reporting directly to QVC Inc. top banana Mike George.

We asked QVC, and never got an answer, as to whether Campbell is the replacement for Claire Watts, the QVC U.S. CEO who abruptly exited the channel in September.

It sounds like Campbell is, and if so, it sounds like another case where a woman gets a promotion but doesn’t get the title she really deserves. Just sayin’.

Mary Campbell

Wednesday’s press release said that Campbell is responsible for guiding the strategic direction of the company’s TV, web, mobile, tablet and social while translating the QVC brand across all platforms to drive customer engagement and e-commerce sales.

“Mary has been a driver of our success over the past two decades and instrumental in delivering a seamless, consistent and engaging experience to QVC customers,” George said in a canned statement. “Through her continued leadership and guidance, we’ll remain at the forefront of innovation in commerce by expanding our TV programming and maintaining our leadership in e-commerce and mobile.”

QVC’s mobile commerce business has grown steadily year over year, currently accounting for 37 percent of U.S. e-commerce revenue in the second quarter 2014. Additionally, QVC is the third-largest mobile commerce player among multicategory retailers according to the 2015 Internet Retailer Mobile 500.

Since joining QVC in 1991, Campbell has held leadership roles across the business, including Merchandising, Planning and Commerce Platforms.

In her most recent role as senior vice president of commerce p\Platforms, Campbell led the expansion of QVC’s broadcast by launching two new TV distribution channels, over-the-air and QVC Plus.

QVC Plus, which now reaches 47 million homes, offers the same programming as the main QVC channel with a three-hour delay along with unique live and pre-produced programming.

Campbell was also instrumental in enhancing QVC’s digital experience through the creation of the company’s first social shopping community, toGather, the redesign of the QVC for iPad application, and the implementation of responsive design for QVC’s website.

Campbell will continue to be based at QVC’s global headquarters in West Chester, Pa.

QVC Names Two Senior Vice Presidents: Demand A Raise, Guys

QVC promoted two executives to senior vice president positions Monday, in digital commerce and TV production and operations. We hope QVC Chief Claire Watts gave you a big raise, guys!

Alex Miller was named senior vice president of digital commerce. He will continue to report to Mary Campbell, QVC senior vice president of multichannel platforms, but will now be responsible for the customer experience across the home shopping network’s Web, mobile, tablet, and social platforms.

“As a world leading multimedia retailer, QVC delivers a shopping experience that is perfectly aligned with the megatrends that are reshaping the retail industry today,” Campbell said in a canned statement. “Alex’s deep understanding of customer behavior and his analytical skills enable us to optimize the QVC shopping experience across our highly tailored mobile, tablet and interactive TV platforms and strengthen our multichannel offering.”

In his new role, Miller is responsible for developing the customer experience strategy across all QVC digital platforms. This includes accountability for eCommerce sales, digital experience and operations, and QVC’s social shopping business. QVC’s eCommerce business has grown steadily year over year, currently accounting for 42 percent of U.S. revenue in the second quarter.

Since joining QVC in 2001, Miller climbed up the network’s ranks in Internet sales, off-air and on-air programming, and eMarketing groups. He has championed numerous multichannel initiatives to create a more engaging shopping experience for the QVC customer and led the development and implementation of a new eCommerce platform. He also played a key role in the integration of recent QVC acquisitions, and is leading the launch of QVC’s new social media platform, toGather.

Dave Caputo was promoted to the post of senior vice president of TV production and operations. Caputo will assume his new role immediately, overseeing QVC’s television production needs, and continues to report to Campbell.

“As a top retail destination, QVC is always raising the bar on the customer experience to surprise, delight and exceed expectations,” Campbell said. “Dave’s commitment to enhancing the QVC customer experience and track record of driving strong results are unparalleled in the industry. Dave operates with a relentless focus on the customer, and I am thrilled to welcome him into his new role, and confident he will continue to be a strong force in driving our business forward.”

In his new role, Caputo will oversee QVC’s TV production, technical broadcast and studio management and support services, leading the development and execution of the function’s overall business plans, policies, practices and relationships with vendors.

Caputo has been with QVC for more than 20 years, holding various management positions within the network’s broadcasting operations.

He most recently served as vice president of TV production and operations. Caputo’s experience in technical operations and leadership in production made him instrumental in launching a multichannel master control and network operations center, in addition to implementing a social ticker graphic package to provide a more impactful shopping experience for QVC customers.

QVC Launches Second Network, QVC Plus

QVC Thursday officially announced the launch of a second network, QVC Plus.

The channel, mentioned on a second-quarter earning call earlier this month, will be a three-hour delay of QVC’s live broadcast.

“One of the secrets of QVC’s success is that we offer customers the joy of discovery,” Mary Campbell, QVC’s Senior Vice President of Multichannel Platforms. “QVC Plus provides an additional discovery experience for our customers, and more ways to view our unique, ever-changing curation of people, places and finds.”

The new channel will offer the same customer service as QVC’s primary channel, but its onscreen graphics will say that it is a prerecorded show.

Future plans for QVC Plus may include special programming shown only on the channel to further expand QVC’s offerings. QVC’s international networks in the United Kingdom and Germany have offered multiple broadcast channels for some time now, some dedicated specifically to QVC’s prestige beauty offerings.

Here is who will be getting QVC Plus immediately:

* DirecTV channels 79 and 315)

* MCTV (channel 158)

* Kuhn Communications (channel 214)

* Thames Valley (channel 94)

* Cincinnati Bell Fioptics (channel 244)

In addition, QVC has confirmed carriage deals with Time Warner Cable and Bright House Networks.

QVC PLUS will be available to Bright House Network subscribers beginning in September in the following markets: Bakersfield, Calif.(channels 250 and 1250 HD); Birmingham, Ala.L (channels 273 and 1273 HD); Detroit(channels 188 and 388 HD); Indianapolis (channels 273 and 1273 HD); Central Florida (channels 225 and 1329 HD); and Tampa (channels 162 and 1329 HD).

QVC Plus will be broadcast live on QVC’s website, and additional digital commerce functionality will be coming soon.