In episode 389 of Total Retail Talks, which was recorded at the National Retail Federation Big Show earlier this year, Editor-in-Chief Joe Keenan interviews Linh Calhoun, chief marketing officer of Replacements, the world's largest retailer of vintage and current tableware, silver and estate jewelry. Listen in as Calhoun provides an overview of the Replacements business (0:46), her professional background and current role (2:38), and the challenges that the retailer encountered in personalizing the shopping experience for its customers (4:13). She discusses the technology solutions that Replacements has put into place to address those challenges, including its partnership with Emarsys for email marketing automation (5:22).
Calhoun shares why Emarsys is the right partner for Replacements (6:28), and the business benefits realized by partnering with Emarsys to personalize its customers' shopping experiences (7:33). Lastly, she discusses the growth opportunities she's focused on at Replacements in 2023 (8:26), including scaling its SMS program (9:20).
As chief marketing officer, Linh Calhoun is responsible for evolving the customer experience through meaningful connections that build engagement and loyalty, as well as leading strategic change at the world’s largest retailer of vintage and current tableware, silver, estate jewelry and watches. Calhoun’s extensive career includes marketing leadership positions at VIETRI, Ross Simons, Staples, L.L.Bean, and Pace Communication’s e-commerce division. Calhoun holds a Marketing degree and MBA from Southern New Hampshire University. She lives with her family in Chapel Hill, N.C.