Executive Vice President & Chief Human Resources Officer, Amern Eagle Outfitters
Search every verified Marisa Baldwin interview, podcast appearance, and on-the-record quote — each transcript cross-checked by AI and human review to confirm speaker identity. At the NRF 2024 Big Ideas session "Winning with Culture," Marisa Baldwin, Executive Vice President & Chief Human Resources Officer at American Eagle Outfitters, discussed the role of communication, technology, and employee engagement in retail. Baldwin stated that effective communication involves streamlining information to remove roadblocks for teams, enabling them to focus on the customer. She described the most disempowering feeling for an employee as being asked to do something without the means to accomplish it due to broken systems or lack of access. Baldwin also said that engaged employees understand the organization's goals, their role in achieving them, and feel success in that role. Baldwin commented on the potential of artificial intelligence, stating that AI could help with decision-making and provide a deeper understanding of the customer, while also helping to build human connections. She noted that technology should be an enabler of people and strategies, as what works today may not be the same answer tomorrow. Baldwin credited the communication platform Zipline as a solution that gathers, distributes, and targets information to support holistic learning, and expressed that the company was thrilled to partner with them to enable strategies.
“When you think about our job as communicators As Leaders I mean more importantly as humans it's about seeing people for who they are and it's about treating them how they want to be treated which may not necessarily coincide with how you want to be treated as the golden rule states.”
“Our job as effective communicators is to streamline and simplify how we communicate to remove as many roadblocks for our team's decision-making process so in turn they can be present for the customer. One of the things that I always say to my team is take the thinking out of it so that they can solely focus on the cust...”
“We needed a solution that gathers, distributes and targets information in the right way to support holistic learning but more importantly we needed to work with a team of people that could see the vision that we all could see to impact positive change. Enter zipline. Thank you, we're so thrilled to be your partner and...”
“Effective communication clearly defines you're always going to find opportunities and issues or problems at hand that hopefully will eliminate wasted time but it also enables building relationships, teamwork and honestly what I think is most important is trust.”
“When you have the feedback loop in place and you're listening to your customer the answers are literally right there and making your customer for us the internal and external a part of every single decision, scalability becomes really easy when you know who you're talking to.”
“I do believe AI is going to help us with some decision-making. I think it's going to help us with the ability to provide stronger relationships, deeper understanding of our customer. Even beyond the customer though, AI can help us build human connections.”
“Technology needs to be an enabler of your people and your strategies because what works today might not be the same answer tomorrow. Change is constant.”
“The most disempowering feeling for an employee is being asked to do something and then having no way to actually get it done because they either don't know how or they don't have access or they're just not able to because the systems are broken.”
“Engaged employees understand what the organization is trying to do, they understand what their role in it is, and they can get it done and feel that success in their role. That empowerment drives so much of the success for our organizations.”
Monday, January 15th | NRF 2024 Big Ideas With Marc Lambo, VP- Associate Experience & Customer Care at AEO Strengthening ...
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