Jim Marcum is Chief Executive Officer of David's Bridal, one of the largest bridal retailers in the United States. Since taking the role, he has led a push to build a service-focused culture throughout the organization, with an emphasis on making bridal shopping more accessible and inclusive across a wide range of price points, sizes, and ages.
Under his leadership, David's Bridal has improved its customer satisfaction metrics substantially, including a high average review rating across tens of thousands of customer reviews and a strong Net Promoter Score. Marcum also pushed the company to adopt new digital tools during the pandemic, including virtual styling appointments and augmented reality fitting features, which customers adopted quickly.
He has encouraged his team to pay close attention to negative feedback as a way of finding and fixing the root causes of problems, framing the company's mission around the emotional experience of helping brides find the right dress rather than treating it as a purely transactional sale.
