Movers & Shakers Q&A – Siobhan Fitzpatrick, e-commerce & marketing director, Maplin

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Siobhan Fitzpatrick, e-commerce & marketing director, Maplin

1.What is the greatest opportunity for your business?

Maplin already has a huge strength in our customer service programme which believes in ‘Customer First’. It is evident in our service policies and also in the way our colleagues engage every day. Our greatest opportunity is becoming a fully operational omni-channel business

Siobhan Fitzpatrick

2.What is the biggest challenge to your business?

See the above.

3.With the benefit of hindsight what would you have done differently so far?

I’ve only been in the role for four months so I don’t have much hindsight yet. What I know is that the retail landscape is moving very quickly and the lines between channels are blurring so we need to make sure we’re set up to deliver at pace.

4.What is the future of the physical store and the high street?

As partners to the digital world. Neither are going away. The balance of who shops where, when, and for what, might shift and evolve. But I haven’t seen any indication to suggest that the theatre, the reassurance, need to see, touching and feeling – plus the immediacy of the physical world – isn’t still critical for some key missions

5.What technology related plans have you got for the next 12 months?

Maplin is seeing strong digital growth and we want to make sure that we are set up to both support and accelerate that going forward. We have a number of things in play for Full Year 2017 that will help to build and improve the experience we offer customers online and in-store to find, choose and buy products. As well as starting the journey of making our experiences more personal and relevant. 

6.What other retail business do you admire? .
Those that have built great communities, live their brand across all their channels, give me a reason to want to visit them, inspire me, motivate me, and also offer me great service. Sweaty Betty is an example

7.If you hadn’t been a retailer what would you have liked to do?
The list changes daily…artist, author, lady of leisure…

8.Who would you place in the Top 25 Multi-channel/e-commerce Movers & Shakers?
Ross Clemmow at Debenhams and Robin Phillips at Boots.