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The Customer of the Future

EVENT SPEAKERS
EVENT INFORMATION
  • Friday 9th - Saturday 10th June, 2023
  • Brisbane Convention & Exhibition Centre, Glenelg Street, South Brisbane QLD 4101

This exclusive session will deliver insights from two of the most successful leaders in the industry, about ‘the most important person in the room’ – the customer. Change in customer expectations is constant, fast and creating an ever-expanding range of segments to serve. From baby-boomers and Gen Zs, and everything in between, customer preferences are being shaped by peer groups, generational traits and importantly, other industries such as retail and small electronics. Benjamin and Adam will share the Top 3 Consumer Trends from their perspectives, and inspire your thinking about your Customer of the Future.

Adam Pay

Managing Director

mycar

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Speaker Bio
Adam Pay
Adam has been involved in the Automotive Industry for over 30 years. He started his career at a small independent operator in the UK as an apprentice technician, and soon after moved into store management within Kwik-Fit; a tyre replacement, car servicing and repair company with over 650 service centres across the UK. His career developed rapidly seeing him take on several increasingly senior operational roles and in 2004, after ten years with Kwik-Fit, he made the decision to relocate to Australia. Adam joined the Kmart Tyre & Auto Service (KTAS) team as a store manager in 2005. Since then he has stepped through senior leadership roles within the organisation, finally being appointed Managing Director in 2013. Adam oversaw the successful acquisition of KTAS by Continental AG in late 2018. The business rebranded to mycar in mid 2019. mycar currently consists of more than 275 stores across Australia, operating out of every state and territory. This includes 30 electric vehicle (EV) ready stores. With over 1300 team members nationwide, mycar is one of the largest employers in the automotive service and repair industry, and the largest single employer of apprentice technicians in Australia. mycar prides itself on its Career Pathway and the ability to offer team members the opportunity to advance their career from technical to management and leadership roles. Since 2016, almost all operational leadership roles have been promotions from within the business. mycar’s vision is to be the team of auto experts famous for customer care. Its core business is tyre replacement, vehicle servicing and general repairs. With its focus on People First and Care Beyond the Car, mycar is committed to setting new standards of service excellence for the industry. Adam joined the AAAA National Council in 2014. He and the mycar team passionately supported the AAAA Choice of Repairer campaign and continue to be committed to ensuring that mandatory data sharing laws are enforced. Adam believes his work in support of the automotive aftermarket is far from over, particularly in ensuring the industry is ready for the EV future, and he is looking forward to continuing to assist the AAAA in achieving its objectives.
Adam has been involved in the Automotive Industry for over 30 years. He started his career at a small independent operator in the UK as an apprentice technician, and soon after moved into store management within Kwik-Fit; a tyre replacement, car servicing and repair company with over 650 service centres across the UK. His career developed rapidly seeing him take on several increasingly senior operational roles and in 2004, after ten years with Kwik-Fit, he made the decision to relocate to Australia. Adam joined the Kmart Tyre & Auto Service (KTAS) team as a store manager in 2005. Since then he has stepped through senior leadership roles within the organisation, finally being appointed Managing Director in 2013. Adam oversaw the successful acquisition of KTAS by Continental AG in late 2018. The business rebranded to mycar in mid 2019. mycar currently consists of more than 275 stores across Australia, operating out of every state and territory. This includes 30 electric vehicle (EV) ready stores. With over 1300 team members nationwide, mycar is one of the largest employers in the automotive service and repair industry, and the largest single employer of apprentice technicians in Australia. mycar prides itself on its Career Pathway and the ability to offer team members the opportunity to advance their career from technical to management and leadership roles. Since 2016, almost all operational leadership roles have been promotions from within the business. mycar’s vision is to be the team of auto experts famous for customer care. Its core business is tyre replacement, vehicle servicing and general repairs. With its focus on People First and Care Beyond the Car, mycar is committed to setting new standards of service excellence for the industry. Adam joined the AAAA National Council in 2014. He and the mycar team passionately supported the AAAA Choice of Repairer campaign and continue to be committed to ensuring that mandatory data sharing laws are enforced. Adam believes his work in support of the automotive aftermarket is far from over, particularly in ensuring the industry is ready for the EV future, and he is looking forward to continuing to assist the AAAA in achieving its objectives.
Benjamin Ward

Managing Director

Supercheap Auto

Linkedin
Speaker Bio
Benjamin Ward
Benjamin joined Super Retail Group in July 2019 as Managing Director – Supercheap Auto. Benjamin holds a Bachelor of Business (Marketing) from the University of Newcastle and is an experienced retail executive with 25 years in senior management roles across Australia, UK, US and Europe, including two decades with international supermarket giant ALDI. Previously, he was Managing Director, Global Business Coordination for ALDI Supermarkets based in Germany. Benjamin also held various senior leadership roles at ALDI in Operations, Merchandising, Transformation and Change Management.
Benjamin joined Super Retail Group in July 2019 as Managing Director – Supercheap Auto. Benjamin holds a Bachelor of Business (Marketing) from the University of Newcastle and is an experienced retail executive with 25 years in senior management roles across Australia, UK, US and Europe, including two decades with international supermarket giant ALDI. Previously, he was Managing Director, Global Business Coordination for ALDI Supermarkets based in Germany. Benjamin also held various senior leadership roles at ALDI in Operations, Merchandising, Transformation and Change Management.