Net-a-Porter CEO Heather Kaminetsky Drives Comeback Through Customer Feedback
Heather Kaminetsky, CEO of luxury retailer Net-a-Porter since April 2025, has led a strategic comeback by actively seeking customer feedback. Over the past year, she has engaged customers in identifying areas for improvement across service quality, delivery experience, and product offerings. This approach has resulted in tangible changes such as improved return processes, standardized driver uniforms, and expanded same-day delivery options. Kaminetsky's strategy includes targeted outreach to high-value customers who account for nearly half of the company’s sales. She also enhanced community engagement by organizing designer events and informal customer conversations with employees. These efforts have contributed to a strengthening business performance: revenue rose 4.3% year-over-year in Q2, while average order value increased 9% over the past twelve months. Her leadership has focused on re-engaging lapsed customers through personalized service improvements and direct communication channels.
Topics: CEO leadership company turnaround customer feedback luxury retail