Gap Inc. has appointed veteran retail and entertainment executive Michael Francis as Chief Customer Officer at Old Navy and Head of Marketing Shared Services for the group, as the apparel giant sharpens its focus on customer engagement, brand storytelling and marketing integration across its portfolio.
The newly created leadership role comes as Old Navy continues efforts to strengthen its turnaround momentum under Gap Inc. CEO Richard Dickson. Old Navy remains the company’s largest division, contributing more than half of Gap Inc.’s revenue, with the brand reporting recovering sales momentum in recent quarters.
Francis brings extensive experience across retail, consumer brands and entertainment. Over his career, he has served as President of JCPenney, Chief Marketing Officer at Target and Chief Global Brand Officer at DreamWorks Animation. He has also advised major companies including Walmart on customer strategy, branding and business transformation initiatives.
In his new position, Francis will oversee Old Navy’s end-to-end customer strategy, including brand marketing, customer engagement and customer experience across all touchpoints. As Head of Marketing Shared Services at Gap Inc., he will also supervise media strategy and execution across the company’s brands, including Old Navy, Gap, Banana Republic and Athleta.
Francis, who recently worked as an advisor to Old Navy, will report to Haio Barbeito, President and CEO of Old Navy, and collaborate with teams across the organization to support the company’s next growth phase.
“Old Navy is a beloved brand with real momentum, and Michael knows how to translate customer insight into relevance, resonance and growth,” said Haio Barbeito, President and CEO of Old Navy. “He brings a rare combination of strategic vision, creative instinct and commercial rigor. As we continue to evolve the brand, Michael will help sharpen how we show up for customers and strengthen every connection they have with Old Navy.”
Richard Dickson, President and CEO of Gap Inc., said: “Michael is one of the most respected brand builders in retail. With deep experience spanning retail, brand, and entertainment, he has a proven ability to connect creativity, culture, and commerce in ways that energize the business, attract customers, and build stronger brands with lasting loyalty. His leadership will be instrumental in strengthening Old Navy, advancing more integrated marketing capabilities across Gap Inc., and bringing to life a compelling vision rooted in meaningful storytelling.”
Commenting on the appointment, Michael Francis said: “I’m honoured to join Old Navy at such an exciting moment for the brand. Old Navy has a powerful connection with customers and enormous opportunity ahead. I’m excited to partner with Haio and the team to build on that momentum, elevate the customer experience and tell stories that are distinctive, modern and unmistakably Old Navy.”
