What is the best piece of career advice you’ve ever received?
1. Stay close to your customers
2. Be interested – curiosity unlocks all sorts of opportunities
3. Be prepared – as Alfred Wainwright, the fell walker and writer, put it “There’s no such thing as bad weather, only unsuitable clothing”.
What future opportunities do you think marketing and communications will create over the next five years?
Continuous innovation and value creation fuelled by the wealth of data and insight unlocked across the entire customer experience and an even greater ability to test and learn at pace. Change will never be as slow as it is today – cultivating a collaborative culture and a test and learn mindset will be key.
What is your most trusted news source?
The FT for general business, Propel for sector specific, Design Milk for architecture, interiors and products, independent record stores for music news and my team for current affairs and fitness hacks along with the best podcasts and box sets (among other things).
What has had the most influential impact on your leadership career and why?
I’ve been fortunate to experience many leadership courses although a ‘Servant Leadership’ workshop back in my Starbucks days particularly resonated and ignited my commitment to the growth of others and empowering future leaders. It also reinforced that one of the most valuable things you can offer is your time. Be generous.
What is your biggest takeaway from covid19?
Apart from you are never too old to feel the benefit of technology as my 82 years young parents have found having embraced WhatsApp and mobile banking….
The brands who will emerge in a competitively stronger position are those who have been able to:
1. think creatively and make decisions at pace
2. pivot and adapt their business model (diversification has to be on everyone’s agenda)
3. rapidly develop and deploy digital and tech solutions
4. bring their values to the fore and live them throughout
5. continue to engage customers and teams in meaningful ways (being helpful, entertaining, human)
How are you planning for 2021 and beyond?
By being open to continuous learning, keeping close to what matters for consumers and shifts in behaviour.
What career advice would you now give to yourself 10 years ago?
Manage your energy and ask yourself “what do you need to be at your best right now and so others can get the best of you?”
What’s the toughest interview question you’ve ever asked or been asked?
What is your legacy going to be in this company? I still ask this question when I interview people today.
Who is your business hero and why?
Rossann Williams, president of Starbucks US Retail – one of the best examples of a servant leader; and John Vincent, CEO and co-founder of Leon for his strong sense of purpose and drive as he pivoted the Leon business, got Feed NHS and Feed Britain up and running in response to the impact of Covid-19 and catapulted Leon products into grocery stores within weeks, at the same time as inspiring the best from his teams and leading the government council for sustainable business.
