Ryan Cohen’s Gametop overhaul continued with a second executive departure on Tuesday.
Frank Hamlin, the video game retailer’s chief customer officer, will resign from the company on March 31 – the second top executive to leave GameTop as it brought Cohen to transition to the mall-based retailer’s e-commerce company.
The departure comes as Cohen, Gametop’s top shareholder and Chevy.com’s co-founder, has vowed to revive the results, fueling a huge rally in shares of Gamestop by a group of amateur investors at Reddit Helped, who have banded together to boost the stock price.
Hamlin, who had been in his current position since June 2019, was in charge of marketing, customer loyalty and Gametop’s “omniclon business” on the company’s website. He followed Chief Financial Officer Jim Bell last month.
Since Cohen joined GameStop’s board in January, the 35-year-old entrepreneur has reportedly been obsessive about customer service, insisting on upgrading the company’s website until late at night to solicit feedback from customers .
According to Reuters, The billionaire recently returned an email to a GameStop customer from New Jersey, complaining about an order’s slow shipping.
“I just received your email, I’m sorry it happened. To get me to the bottom of it,” Cohen wrote to the man.
Cohen also hired Kelly Durkin, who took the initiative at Chevy to write personal notes to customers, the retailer’s new senior vice president.
In the case of a New Jersey man, Durkin reimbursed the customer even though he had not requested a refund and was only complaining about the decorum of his order
The story is a clue in Cohen’s vision for Gametop, namely to turn it from a brick-and-mortar retailer to an e-commerce firm that can take it to big retailers such as Walmart and Target, as well as Microsoft. Technical firms as well. And Sony.
Leave a Reply