The home improvement chain named veteran online executive Jordan Boggi as head of customer experience, succeeding long-time executive Matt Carey. Home Depot also closed on its $18.25 billion acquisition of roofing supplies distributor SRS Distribution.

ordanBoggi_HomeDepot

Jordan Boggi, executive vice president of customer experience, president of online, The Home Depot Inc.

For a company known for ushering in a new customer experience the home improvement industry, The Home Depot Inc. isn’t skipping a beat in how it manages CX both online and in its cavernous stores.

The retail chain said Jordan Boggi, president of online, will also take on the role of executive vice president of customer experience across all channels.

Ted Decker, chairman, president and CEO, said, “In his role as president of our online business, [Boggi] brought data-driven innovation and value to the millions of customers and suppliers who use our website and mobile app. I look forward to his leadership and expertise as we continue to remove friction from our customers’ interconnected experience.”

Home Depot, which sells online and in stores to professional contractors as well as consumers, is No. 4 in the Top 1000, Digital Commerce 360’s database of the largest online retailers in North America.

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Anne-Marie Campbell - HomeDepot

Anne-Marie Campbell, senior executive vice president for outside Pro sales, The Home Depot.

In another senior executive change, Home Depot named Ann-Marie Campbell as senior executive vice president for outside Pro sales efforts as well as the retailer’s installation services business, the company said in its 2024 Proxy Statement. She will also continue to oversee Home Depot’s U.S. stores and operations and its Canada and Mexico business units.

Home Depot has also established a base for growth in building supplies by closing recently its $18.25 billion acquisition of roofing supplies company SRS Distribution, which operates an ecommerce site at RoofHub.pro. The home improvement retailer says SRS will expand its total addressable market by to approximately $1 trillion, an increase of $50 billion.

“SRS is an excellent fit for The Home Depot – it’s both complementary and additive to our growth,” Decker said in a statement announcing the acquisition.

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Getting beyond sales declines

For Home Depot, the changes come at a crucial time. For its most recent financial quarter, the fiscal first quarter ended April 28, the company reported a 2.3% year-over-year drop in net sales to $36.42 billion. For the fiscal year ended Jan. 28, 2024, it said revenue 3% to $152.7 billion.

In the role of executive vice president of customer experience, Boggi will be responsible for “leading the vision, design, and development of new and innovative solutions to drive a seamless experience for the millions of customers who turn to The Home Depot for their home improvement projects – in stores, online, or on mobile devices,” the company says.  Boggi will retain leadership of the company’s ecommerce business as president of online, overseeing online operations, merchandising strategy and customer experience for the retailer’s digital properties.

Boggi has also served as senior vice president of finance, where he was the primary finance partner to the company’s U.S. business and was responsible for planning, forecasting and guiding execution of the company’s P&L and capital plan.

In addition, he held roles across merchandising finance, supply chain finance, financial planning and analysis and strategic business development. Prior to joining the company, Broggi held various positions in finance and strategy at LexisNexis and Bain & Co.

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How Matt Carey transformed Home Depot

Matt Carey, who was most recently executive vice president of customer experience, will retire from the company on December 31, after 16 years with the company. Until then, he will continue to serve as an executive vice president in an advisory capacity.

Matt Carey, EVP, The Home Depot

Matt Carey, former executive vice president, customer experience, who will serve as an EVP in an advisory role until he retires on Dec. 31.

In announcing his planned retirement, Home Depot said Carey “led the transformational efforts to re-imagine all aspects of The Home Depot’s IT infrastructure and approach to software development. Under his leadership, The Home Depot successfully built the technology infrastructure of an advanced retailer including store mobility, price management, auto-replenishment, global sourcing, interconnected retail, advanced analytics and much more.”

Decker added: “Matt leaves a legacy of exceptional accomplishments that have helped The Home Depot evolve to meet the changing needs of our customers. Since he joined the company in 2008, he has spearheaded an enormous technology transformation across our stores, supply chain, merchandising and digital presence.

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“Today, The Home Depot is one of the largest truly interconnected retailers in the world. The Home Depot is a better company because of Matt’s tremendous contributions.”

Home Depot, which sells online and in stores to professional contractors as well as consumers, is No. 4 in the Top 1000, Digital Commerce 360’s database of the largest online retailers in North America.

Paul Demery is a Digital Commerce 360 contributing editor covering B2B digital commerce technology and strategy. [email protected].

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