Old Navy Appoints Michael Francis as Chief Customer Officer Amid Turnaround

Gap Inc. has brought on veteran brand executive Michael Francis as chief customer officer (CCO) of Old Navy and head of marketing shared services for the apparel group.

Francis will report to Haio Barbeito, president and CEO of Old Navy. He will work closely with Old Navy leaders, including interim chief marketing officer (CMO) Derek Yarbrough, to strengthen its brand, marketing, and customer experience strategies. 

As Gap Inc.’s head of marketing shared services, he will also oversee media strategy and the shared influencer platform, and drive integration and effectiveness across the portfolio of brands, including Gap, Old Navy, Banana Republic, and Athleta.

Francis, who most recently served as an advisor to Old Navy, has held leadership positions including chief global brand officer at DreamWorks Animation, president of JCPenney, and CMO at Target. He has also advised companies such as Walmart on brand strategy, customer engagement, and business transformation.

“Old Navy is a beloved brand with real momentum, and Michael knows how to translate customer insight into relevance, resonance, and growth,” Barbeito said in a statement. “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.”

“Michael is one of the most respected brand builders in retail,” added Richard Dickson, president and CEO of Gap Inc. “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.”

Another chapter in the Richard Dickson brand playbook

Gap Inc. has been executing a turnaround plan to revive its brands and flagging sales since Dickson took over the company in 2023. Other brands in the portfolio, including Gap and Banana Republic, have been evolving their marketing strategies via a mix of nostalgia and modernity.

In 2025, Gap Inc.’s net sales reached $15.4 billion, a 2% year-over-year increase. Old Navy’s 2025 net sales of $8.7 billion were up 3% year-over-year, versus Gap’s 5% increase and Banana Republic’s 1% decrease. 

“I’m honored to join Old Navy at such an exciting moment for the brand,” Francis said. “Old Navy has a powerful connection with customers and an 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.”