Gap Inc. has named Michael Francis as Chief Customer Officer of Old Navy and Head of Marketing Shared Services for the group. The company aims to boost customer engagement, brand storytelling, and marketing strategy across all its brands.
Francis has decades of experience in retail, entertainment, and consumer brands. 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 brand strategy and customer transformation.
In his new role, Francis will lead Old Navy’s customer strategy, strengthen customer relationships, and improve the shopping experience. He will also oversee media strategy and marketing for all Gap Inc. brands, including Old Navy, Gap, Banana Republic, and Athleta.
Francis recently advised Old Navy and will now report to Haio Barbeito, Old Navy’s President and CEO. He will work with leadership teams across the company as Gap Inc. focuses on growth and brand development.
Commenting on the appointment, Barbeito said Michael Francis understands how to turn customer insights into relevance and long-term growth. He added that Francis brings a strong mix of strategic vision, creativity, and commercial understanding to the brand.
Gap Inc. CEO Richard Dickson also praised the appointment, calling Francis one of retail’s most respected brand builders with a proven ability to connect creativity, culture, and commerce in ways that strengthen customer loyalty and business performance.
Speaking about joining the company, Francis said he was excited to become part of Old Navy during an important phase of the brand’s growth. He added that Old Navy already has a strong relationship with customers and significant growth potential.
Old Navy currently operates more than 1,200 stores across the United States and Canada, as well as franchise locations worldwide. The appointment comes as Gap Inc. prepares to report its first-quarter fiscal 2026 financial results later this month.
