1. Retail Operations

Sam’s Club Leans Into Digital to Optimize CX

In episode 447 of Total Retail Talks, Editor-in-Chief Joe Keenan interviews Sabrina Callahan, vice president, e-commerce at Sam’s Club, a leading membership warehouse club offering superior products, savings and services, part of the Walmart portfolio. During the wide-ranging conversation, Callahan discusses her role at Sam’s Club (1:15), collaborating with other departments within the company to create an enhanced omnichannel customer experience (2:10), the digital interactions members are having in-store (3:30), and building convenience into the shopping experience (4:50).

In addition, Callahan discusses leveraging customer feedback into its omnichannel operations (6:00), using member data to improve the Sam’s Club digital shopping experience (7:50), and how the warehouse club reaches its customers digitally (9:25). Lastly, she touches on what she’s most excited about for Sam’s Club this year as well as the retail trends she’s tracking (10:40).

This episode was recorded at eTail West 2024 in Palm Springs, CA.

Sabrina Callahan leads digital member experience and engagement for Sam’s Club. Her team obsesses over the member’s digital journey by leveraging member feedback along with platform and funnel performance to identify opportunities to improve and drive more value for the member. They strategically partner across the organization to drive growth in traffic and develop new features and experiences within digital to delight our members — turning them into repeat users and brand advocates. 

Callahan has been with Sam’s Club for five years and prior to her role in e-commerce she was responsible for developing and launching the Sam’s Club brand and social media strategy. In her free time, she enjoys attending all the activities that come along with three small children and a never-ending home renovation.

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