OPERATIONS

Toys ‘R’ Us moves interim CEO into role permanently; names new U.S. president

BY Marianne Wilson

Wayne, N.J. — Toys “R” Us announced that Antonio Urcelay has been named chief executive, effective immediately, after serving as the company’s interim CEO since May of this year. In other executive news, the retailer appointed a former Wal-Mart executive, Hank Mullany, as president of Toys “R” U.S., effective Nov. 5.

Urcelay, 61, who joined Toys “R” Us in 1996, had been president of the company’s Europe business before being named interim CEO.

“Antonio’s extensive knowledge of global markets makes him uniquely qualified to lead the organization as we expand rapidly in Asia and other parts of the world," Toys “R” Us said in a statement. “He has impressed all of us with his vision and leadership of the team throughout the search process.

Mullany, 55, was previously CEO of The ServiceMaster Co. Prior to ServiceMaster, he was executive VP of Walmart U.S. and president of Walmart’s northern business,

“Hank brings a fresh perspective to the business, which, in combination with his operational strengths, will help build on the significant progress that has been made in advancing the U.S. business,” Toys “R” Us stated.

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OPERATIONS

Survey: J.Crew.com tops in overall customer service

BY Marianne Wilson

New York — J.Crew ranked No. 1 overall in customer service in September for the third consecutive month, in a monthly survey by StellaService, the independent ratings provider that ranks online retailers according to their customer service. StellaService measures companies monthly across four service areas: phone, email, shipping and returns.

Here is a look at the top finishers in the four individual categories:

Phone support: Coach.com has steadily improved its phone support in recent months, having topped the phone category in June and now September. The retailer’s total time to live agent was speedier and its product knowledge was among the best-in-class for all retailers.

Email: With the best product and policy knowledge among its competitors, LLBean.com topped the email category. The performance unseated JCrew.com, which has topped the category the two previous months.

Shipping: For the second time, the Abercrombie & Fitch e-commerce site topped the category, the last time was in June 2013. The retailer scored high marks for package fit, always included a packing slip, taking six hours on average to fulfill an order — beating the category average by 31 hours.

Returns: LLBean.com’s performance earned a repeat appearance on top of the Returns category. The retailer edged katespade.com by providing adhesive return labels 100% of the time.

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OPERATIONS

Perry Ellis launches e-commerce site dedicated to Callaway Golf Apparel

BY Staff Writer

New York — Perry Ellis International has launched a new e-commerce site dedicated to selling Callaway Golf Apparel. The Callawayapparel.com site offers U.S. and Canadian customers a fully branded, state-of-the-art online shopping experience, and will be available throughout Latin America by mid-November.

"Callaway continues to be a leading premium performance golf brand worldwide and this e-commerce initiative provides yet another way to market the brand at every touch point, developing cutting-edge systems for engagement and customer satisfaction," commented Oscar Feldenkreis, president & COO of Perry Ellis International.

The e-commerce site will also include behind-the-scenes videos, style and golf tips, social media outreach initiatives, as well as a full collection of men’s and women’s shirts, pants, shorts, outerwear, rain gear and belts for sports enthusiasts, golfers and non-golfers alike.

"We are excited to continue strengthening our partnership with Perry Ellis International," stated Mark Leposky, senior VP of global operations for Callaway. "They are leaders in the golf apparel industry and we have utmost confidence that this new dotcom initiative will be successful and mutually profitable for both our companies. We look forward to seeing it unveiled."

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