Current role: Chief Operating Officer
Current organisation: THE ICONIC
Last role at PwC: Manager, Business Services
Time at PwC: 1994 - 2000
Describe your career journey since leaving PwC and how you made the transition to what you are currently doing at THE ICONIC?
I really wanted to use the skills I gained during my time with PwC and apply it beyond into the corporate world. My first step was into a Finance Manager role in out-of-home media, progressing to Finance Director after a couple of years. I spent 11 years there developing my leadership and commercial management skills and appreciating the importance of fostering a really strong organisational culture. I enjoy being part of high growth, dynamic and impactful businesses, which is how I ended up at Groupon as their APAC Regional Finance Director before moving to THE ICONIC as their CFO. Three years ago, I was fortunate enough to be given the opportunity to move into my now COO role, leading the Operations function and THE ICONIC’s internal driving ‘engine’. I've loved every minute of my career to date.
What has been the highlight of your career?
Despite natural ups and downs, I’ve thoroughly enjoyed my whole career journey to date. One highlight that I’m particularly proud to have been part of is THE ICONIC’s Bushfire Appeal Action Plan, which was activated to support the 2019/2020 Australian bushfire relief. Watching the fires ravage across our country was truly devastating, so we knew we had to do something to help. Not only did we participate in the national ‘All In Campaign’ with our fellow Australian retailers, which raised $100,000 for the Australian Red Cross, we built out a three-point action plan that leveraged our logistical capabilities and developed a longer-term service to support charities who were inundated with donations. We helped these charities store, manage and dispatch these goods where and when needed, providing needed assistance at a grass-roots level. We further partnered with our long-term charity partner, Thread Together to donate clothing and apparel to impacted households and individuals. Being able to be a part of these meaningful initiatives to help provide support to impacted communities beyond only ‘writing a cheque’ was a true career highlight.
What’s the most valuable thing you learnt during your time at PwC, including your undergrad (traineeship) program?
An important skill I credit to my time at PwC would be the ability to effectively communicate within a professional environment. Great communication goes beyond just one’s ability to write and speak - it’s also how well communication channels work within teams to support achieving objectives and goals. Another great foundation I learnt was forming habits that support continuous excellence in quality and accuracy. Both of these skills are so incredibly important in being foundational as you become more senior in your career.
What's been your biggest career challenge?
Being brave enough to leave my comfort zone of finance and accounting and move into Operations was a huge step. In a very short amount of time, I had to understand everything about Operations from Fulfilment Operations to Customer Service, as well as launch a significant and complex automation project into our Fulfilment Centre. Having said this, throwing myself into the deep-end has proved to be one of my biggest learning curves, and I continue to learn something new every day.
What was your dream job growing up?
My only dream was to be in business, in the driving seat and making a difference. In that respect I’m living my dream every day! I’m also really proud that I’m able to represent diversity in senior leadership. I have been fortunate to work in businesses that have always celebrated diversity, well before that was even a buzzword. I meet a lot of aspiring leaders at events and get messages through LinkedIn from people who appreciate seeing a female from Asian heritage hold an executive position so it is humbling to be able to inspire a new generation of leaders. That’s not something you dream about when you first start but through experience, you realise how much positive influence you can have on others and that is a real privilege.
What successes from the ‘Global Fashion Group’ have you been able to apply to the Australian market during what is a trying time for retail?
There is no doubt COVID-19 was a huge curveball for everyone. Being part of our parent company, Global Fashion Group, meant we were in a fortunate position to understand the impact that COVID-19 would bring to our business well ahead of time. As a result, we were ahead of the curve in establishing our COVID-19 Task Force. This cross-functional team continued to support the business throughout the subsequent lockdowns. Although we’re an online business and had been fortunate to continue operations during Australia’s lockdown periods at varying levels, we still had the complexities of managing both our people working from home, and those who continued to work on site, ensuring their ongoing health, safety and wellbeing as our number one priority.
What's the biggest trend you have noticed with Australian consumer buying behaviour over the past decade and are there any cities globally that you look to for inspiration?
The proliferation of online shopping has really evolved over the past ten years and I’ve loved watching the role THE ICONIC has played in redefining how Aussies and Kiwis shop for fashion and sport. From prioritising convenience, on-time delivery, free returns, offering a world class assortment, to being the first major ANZ retailer to introduce 100% recycled delivery satchels, keeping our customer needs core to everything we do has been key for us in continuously enhancing their shopping experience over the past 10 years. Further cementing our market leadership position, we recently launched a world-first feature through our partnership with AirRobe, allowing customers to resell, rent or recycle their items purchases from us - a truly simple and seamless way to access the circular economy at the time of shopping with us. This will be a true game-changer for the circular fashion movement and will be one step toward addressing industry-wide sustainability challenges.
What is one piece of knowledge / advice you can share?
Believe in yourself and your capabilities, be brave and have a voice.
What’s one thing you can’t put down or stop listening to at the moment (Book, podcast, current app)?
I love Atomic Habits by James Clear. He explains how making small incremental changes or ‘habits’ can make a huge impact over time. It’s really become my mantra in life.
How is THE ICONIC's employment value proposition being developed to attract and retain talent as we move into new ways of working?
Talent attraction and retention has always been at the heart of our business and a core pillar of our People Strategy. Flexible working arrangements, diverse career opportunities, learning & development programs and the like have always been afforded to our people. In that regard, we expect our transition will be somewhat easier in the new normal and we will continue to listen to our people, and adapt to ensure we are the leader when it comes to engagement, attraction and retention.
