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hard talking
knowledge capability service or in-home/onsite service.
3. Inspiration – We are no longer just marketing, we need to connect at a personal level, however customers want us to,
adding real value and confidence to their journey.
4. Delivery – It is not just about a box and a truck; it is really
understanding that delivery is about making certain the
customer achieves the outcome they need.
5. Confidence – Everything we do to enable and ensure our
customers feel confident to get the job done right and feel that they had a fantastic experience and want to come back for the next one.
6. Responsibility – What we do for our teams, community, country & world, understanding we must make and create a better future and ensure we hand on something better to the next generation.
It is easy enough to pay lip service to this sort of business mantra, but Chris is keen to point out that to action this
roadmap, his Executive Leadership Team (ELT) has now also been orientated around these six pillars.
Mitre 10 NZ’s ELT now comprises:
• Andrea Scown – COO and leader of the Customer
Experience team.
• Matthew Washington – CFO.
• Chris Peak – General Manager Solutions.
• Jules Lloyd-Jones – Chief of Customer Marketing &
Inspiration.
• Derek Heard – General Manager Trade.
• Grant Fraser – Chief Legal & Property Officer.
• Phil Coster – CIO.
• Anna Campbell – Chief People & Transformation Officer.
That’s the support office side of things but buy-in from the members is everything in a cooperative.
Having presented the plan at Conference last November, Chris Wilesmith says principals voiced “overwhelming support”
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FEBRUARY 2021 | NZHJ 19