A sustained change to customer sentiment is going to be critical for us. Retail has been fighting some strong headwinds over several years; some decent tailwinds would be fantastic.
We as a business will need to run at two speeds: fix fundamentals quickly whilst building for long-term growth. Balancing those two priorities will be the challenge.
What opportunities do you see in 2026?
2026 is our chance to start a new chapter. We want to bring back what customers have always loved about us: our heritage and Kiwi ingenuity, while building a modern retailer with great ranges and more excitement in store.
Winning back hearts and giving store managers more freedom to do what’s right for their communities will be key to our turnaround.
How are you using AI to change your business?
Our strategy with AI as a business is twofold: first, get mass orientation and familiarity within the business. We have started running learning sessions, including some great work with Microsoft on Copilot, and there is more to come.
Secondly, allow small “beta” teams within departments access to experiment with deeper-use cases using generative and agentic AI. Early wins in content creation and rapid prototyping are showing promise.
What will the key election issue be in 2026 and why?
Cost of living and pace of the economic recovery. Families are still under pressure and any government that can show real progress on easing that pressure and driving growth will matter to people.
How do you think the New Zealand economy will perform in 2026?
I am a constructive on the economy. 2026 will not be a year of big leaps, but we should see steady progress. Agriculture has led the way, and I expect that strength to flow into other sectors over time. It won’t be a sprint, but the signs are positive.
What’s the worst mistake you have made in business and what did you learn from it?
My worst mistake was hiring a leader who I knew was not the right fit, but I needed to fill a position quickly. The person managed up well, delivered great outcomes and was smart, which disguised the unhappiness they were creating across various teams. I had to part ways with them and apologise to my team. Lesson: Fit is everything. Be patient!
What would you rate as your greatest success?
The privilege of being handed the baton to lead The Warehouse Group in August. It’s an honour to fan the flame of love for our iconic Kiwi brands.
Where and how are you holidaying this summer?
Summer is our busiest time in retail, so I will be in stores with our teams as much as possible. Outside of that, I will be outdoors with my family, making the most of the Kiwi summer. This is our second Christmas here and we’re looking forward to plenty of sunshine.
What would you recommend as a good book or podcast to enjoy during summer?
Anything from The Warehouse, where you’ll find the best prices on new fiction paperbacks! For anyone interested in retail, I would recommend Unreasonable Hospitality by Will Guidara. It is a brilliant read on how to make customers feel truly valued.
Tom Raynel is a multimedia business journalist for the Herald covering small business, retail and tourism.
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