Page 4 - Sep-Oct 2021

who’s who in retail

RLI MEETS

Manju Malhotra

CEO OF HARVEY NICHOLS

I have wanted to keep the teams engaged and updated as much as
Q. Given the current market conditions, have you had to alter
Q. Giv en the cur r ent mark et conditions, ha v e y ou had to alter I ha v e want ed t o k eep the t eams eng aged and upda t ed as m uch as
r
possible
’
e
ogether
, r
. As w
einf
cing the message tha
e all in this t
ell as
or
t w
or re-evaluate your key objectives over the coming 12 months?
or r e-e valuate y our k e y objectiv es o v er the coming 12 months? possible, reinforcing the message that we’re all in this together. As well as
s, I ha
t
elopment
the la
v
A . In some wa ys, the mark et conditions ha v e valida t ed man y of our k e y the latest business developments, I have tried to offer personal support
t business de
A. In some ways, the market conditions have validated many of our key
es
o offer personal suppor
t
v
e tried t
v
ccelera
es
s
echnolog
tment in online and t
tra
ting our in
strategic objectives, accelerating our investment in online and technology and obser va tions, encouraging a positiv e mindset during lock do wn. Man y
and observations, encouraging a positive mindset during lockdown. Many
t
es, a
y
egic objec
tiv
w wha
ork and f
t a challenge
na
er
amil
o suppor
gling w
int
y lif
tional business. But the pandemic has
t our UK and
e and I kno
e been jug
v
of us ha
t
to support our UK and international business. But the pandemic has of us have been juggling work and family life and I know what a challenge
t can be
ories, as I am sur
also shown how much customers value the excitement and experience that can be. I have many home schooling stories, as I am sure everyone
t
wn ho
e man
t
omers value the ex
tha
also sho
one
v
w m
v
cit
ement and experience
y home schooling s
e e
uch cus
. I ha
y
er
does!
of shopping, our services, and hospitality within the physical store
of shopping, our ser vices, and hospit ality within the ph ysical s t or e does!
environment. We have seen continued brand loyalty from our customers
en vir onment. W e ha v e seen contin ued brand lo yal ty fr om our cus t omers
and ar e f ocused on ensuring tha t w e deliv er a f ant as tic experience f or Q. What do y ou mak e of social media and its pr ominent rise
and are focused on ensuring that we deliver a fantastic experience for
Q. What do you make of social media and its prominent rise
e begin t
them as w
them as we begin to open up and get back to normal. in impor tance o v er the last f e w y ears, and ho w impor tant do
o normal.
o open up and get ba
ck t
in importance over the last few years, and how important do
ce and online activities will contin
ou f
eel e-commer
y you feel e-commerce and online activities will continue to be?
ue to be?
A. Social media is an important way to present our brand to a wider
our
w w
y the Co
ould y
ou sa
ected y
eak has aff
vid-19 outbr
Ho
Q. How would you say the Covid-19 outbreak has affected your A . Social media is an impor t ant wa y t o pr esent our brand t o a wider
Q.
global audience. It offers an immediacy that traditional communication
y eff
v
e an
,
business in the past y
ear
our
business in the past year, and will it have any effect on your global audience . It offers an immedia cy tha t tra ditional comm unica tion
ect on y
and will it ha
, and it is an essential channel t
e
o eng
age with
channels cannot r
eplica
t
orwar
d?
plans moving forward? channels cannot replicate, and it is an essential channel to engage with
plans mo
ving f
clima
y
not
.The
changed
but
the
e
pandemic
t
onl
,
economic
has
A
A.The pandemic has not only changed the economic climate, but the differ ent cus t omer gr oups, par ticularl y y ounger genera tions. I belie v e tha t
different customer groups, particularly younger generations. I believe that
the
e-Co
profile of public health. Pre-Covid, we all perpetuated a fast-paced culture online shopping will contin ue t o gr o w , whils t complementing our HN
ofile of public heal
tur
ced cul
online shopping will continue to grow, whilst complementing our HN
t
pr
as
ed a f
e all perpetua
e
vid, w
th. Pr
t-pa
e beha
e ar
v
es
or
e a lif
es, which ar
w w
e and ho
s
. W
e changed who w
tyle experience
v
e
and since then, w
and since then, we have changed who we are and how we behave. We stores, which are a lifestyle experience. .
e ha
e
t
disco v er ed a ne w agility and pa ce of decision-making as w e w ork ed
discovered a new agility and pace of decision-making as we worked
r remotely, and, ironically, we are more connected now than we have ever Q. What w ould y ou consider to be y our car eer highlights?
t
e connec
w than w
emot
onicall
ed no
el
y
, w
e ar
v
e e
e ha
v
, and, ir
er
y
e mor
Q. What would you consider to be your career highlights?
t ha
’
A
en
v
o deal
been. The productivity up-side is that we haven’t had to deal with long A. Whilst I have been at Harvey Nichols for the majority of my working
been.
with long
. Whils
y w
t I ha
d
t
orking
w
e been a
or the majority of m
oduc
The pr
v
v
tivity
is tha
t Har
y Nichols f
t
e
up-side
e ha
, I don
lik
pla
car
I’
in
a
y
v
s
commutes and sometimes even longer meetings, when colleagues are
comm ut es and sometimes e v en longer meetings, when colleagues ar e life, I don’t actually feel like I’ve stayed in one place my whole career. .
eel
c
lif
ed
e
t
y
whole
eer
’
e
t
m
e
y
ce
a
tuall
f
one
v
onl y a video-call a wa y . I have had the opportunity to progress through so many varied roles
tunity t
oles
ogr
only a video-call away.
o pr
y varied r
I ha
ough so man
d the oppor
ess thr
e ha
and ha v e experienced significant changes in both the luxur y mark et and
and have experienced significant changes in both the luxury market and
the business itself. When I joined Harvey Nichols as a newly qualified
Q. What key leadership skills do you feel are the most the business it self. When I joined Har v e y Nichols as a ne wl y qualified
y
y
most
e
ou
Q.
ar
skills
leadership
e

the
f
do
What
k
eel
ould end up as CEO of the compan
’
t think I w
y
. I also
ant, I didn
ccount
important in the current retail climate?
impor tant in the cur r ent r etail climate? a accountant, I didn’t think I would end up as CEO of the company. I also
emale and of Indian origin,
y position being both f
ecognise tha
A . Ther e has been so m uch change o v er the las t y ear tha t flexibility , r recognise that through my position being both female and of Indian origin,
t thr
A. There has been so much change over the last year that flexibility,
ough m
communication and empathy have all been critical in navigating the
leading a global luxury brand, that I can make a difference to other aspiring
comm unica tion and empa th y ha v e all been critical in na vig a ting the lea ding a global luxur y brand, tha t I can mak e a differ ence t o other aspiring
y
t their
ounds, belie
om div
ving tha
pe
, it is easy t
ckgr
o get absorbed in
omen and individuals fr
. Lea
olving landsca
w
erse ba
ding the compan
v
e
evolving landscape. Leading the company, it is easy to get absorbed in women and individuals from diverse backgrounds, believing that their
e gen
y possible
ambitions ar
uinel
the challenges and priorities, but I want ed our t eam and cus t omers t o ambitions are genuinely possible. .
the challenges and priorities, but I wanted our team and customers to
e ha
ned t
eel connec
o me and the brand. I also think w
ed t
t
o
e all lear
f
feel connected to me and the brand. I also think we have all learned to
v
be more resilient and adaptable, when there have been so many factors
be mor e r esilient and a da pt able , when ther e ha v e been so man y f a c t ors Q. Ho w ar e y ou f eeling about the 12 months ahead?
Q. How are you feeling about the 12 months ahead?
ol. Ho
t
ond our contr
or
. I w
y optimis
o look f
er
e ar
, as a lea
s essential t
y w
der it’
e cautiousl
w
ould sa
er
v
e
orld r
A
, as the w
war
pes af
be
beyond our control. However, as a leader it’s essential to look forward A. I would say we are cautiously optimistic, as the world re-shapes after
e-sha
d
y
tic
beyond the pandemic.
the global pandemic. However, we are still in “Unchartered Territory”,
be y ond the pandemic . the global pandemic . Ho w e v er , w e ar e s till in “Unchar t er ed T er rit or y”,
ability
e less pr
which means w
v
edic
y
, financial models tha
e ha
t will onl
which means we have less predictability, financial models that will only
t
na
all
sentiment tha
t has fundament
ys
ed in
tional
y shif
t
wa
o so f
ar and a
y strategic decisions,
,
s a leader
e
a
Q.
Q. as a leader, when making key strategic decisions, what g go so far and a national sentiment that has fundamentally shifted in ways
what
when making k

wn,
y
ha
e
v

As
seen.
e
e
ha
ear
y
v
w
sho
e
s
ent
v
of
t
pas
the
not
viousl
e
pr
pr opor tion of the decision do y ou f eel is fact-based and what we have not previously seen. As events of the past year have shown,
proportion of the decision do you feel is fact-based and what
we are only one small step away from a critical situation, with regards
proportion is instinctual? w e ar e onl y one small s t ep a wa y fr om a critical situa tion, with r eg ar ds
opor
pr
tion is instinctual?
ckgr
ound is in finance
ys looking f
ed about
og
v
wa
A
or
A. My background is in finance, so it is no surprise that I interrogate the to Covid. However, I am always looking forward and I’m excited about
w
d and I’m ex
war
t
a
. My ba
cit
e
o Co
r
er
er
vid. Ho
t
e the
, I am al
, so it is no surprise tha
t I int
e s
t
a on which t
umbers. In m
w it’
v
developments such as the recent launch of our new childrenswear
s critical t
tr
o mak
ong da
numbers. In my view it’s critical to have strong data on which to make de v elopment s such as the r ecent launch of our ne w childr ens w ear
y vie
n
e
o ha
in
w
opened
which
as
decisions. One of the things that I love about retail is that it is ever-changing,
va
,
decisions. One of the things tha t I lo v e about r et ail is tha t it is e v er -changing, department which opened in July as well as innovative, expanded offerings
ell
depar
expanded
as
ul
y
J
e
tment
offerings
inno
tiv
e a f
v
t is right, based on experience
eel about wha
in our beauty services. I’m a great believer in the best is yet to come.
ou also need t
so y
so you also need to have a feel about what is right, based on experience. . in our beauty ser vices. I’m a gr ea t belie v er in the bes t is y et t o come .
o ha
viours and sentiment.
I am also obsessiv
I am also obsessive about consumer trends, behaviours and sentiment.
ends, beha
e about consumer tr
During this y ear , our t eams ha v e sho wn incr edible agility in ex ecuting ideas Q. Do you have any words of warning for the industry as we
During this year, our teams have shown incredible agility in executing ideas
or the industr
Do y
or
e
ds of warning f
e an
y w
v
Q.
y as w
ou ha
quickl y as w ell as ensuring tha t our comm unica tions s t a y highl y r ele vant. head into unchartered territory?
quickly as well as ensuring that our communications stay highly relevant.
head into unchar
y?
ritor
ed ter
ter
A. Retail has been one of the hardest hit sectors, along with the hospitality
A . R et ail has been one of the har des t hit sec t ors, along with the hospit ality
and tourism sectors, so these will take time to re-build. Wrapped up
Do y
Q. Do you feel that leaders can be transformational whilst also and t ourism sec t ors, so these will t ak e time t o r e-build. W ra pped up
ou f
eel that leaders can be transf
ormational whilst also
Q.
vid, ar
in the economic r
y arising fr
er
eco
v
om co
e the consequences of
tant do y
r remaining authentic? and how important do you feel this is? in the economic recovery arising from covid, are the consequences of
ou f
w impor
eel this is?
nd ho
emaining authentic?
a
es, in f
t
ant is the ex
ecution of
t
ed and wha
t it is expec
a
c
. Y
A. Yes, in fact it is expected and what is important is the execution of Br exit. Ther e is a ma t erial g a p betw een the hea dlines and the pra c tical
Brexit. There is a material gap between the headlines and the practical
t is impor
A
de agr
ting the f
ashion indus
ound the fr
ee tra
r
eement affec
ealities ar
y
the transf orma tional agenda. During this pas t y ear , I ha v e comm unica t ed realities around the free trade agreement affecting the fashion industry
the transformational agenda. During this past year, I have communicated
tr
more than ever with our employees, writing letters and recording video
mor e than e v er with our emplo y ees, writing lett ers and r ecor ding video and I ha v e been v ocal about the decision t o abolish t ax-fr ee shopping in
and I have been vocal about the decision to abolish tax-free shopping in
e been mindful of ho
w difficul
t it has been f
messages, as I have been mindful of how difficult it has been for everyone. . the UK, which I belie v e will affec t the wider econom y w ell be y ond r et ail.
messages, as I ha
v
y
one
the UK, which I believe will affect the wider economy well beyond retail.
v
or e
er
04 RETail & lEiSuRE inTERnaTional SEPTEMBER / oCToBER 2021