RISING STARS
Travers Finniss
Area manager WA / SA Myer
T ravers Finniss has held various roles during his 12-year career at Myer . Prior to his recent promotion to area manager of Western Australia and South Australia , he was head of retail support , where he was instrumental in developing , building and enhancing the retailer ’ s innovative internal app , M-Metrics .
The app provides real-time digital communications , product knowledge and performance recognition directly to team members , and is one of the ways Myer aims to improve customer service across the business . Since it was rolled out , customer satisfaction with in-store team members has climbed from 70 per cent in the first half of FY18 to 82 per cent today .
Travers has also been involved in driving technology improvements across the business . These have included the recent rollout of new mobility devices and points of sale , which allow team members to talk to one another and conduct activities such as receiving and dispatch , stocktake , online fulfilment and inventory enquiry , with the aim of enhancing the in-store customer experience .
“ At Myer , we are committed to putting customers first , and the [ internal app ] has been designed to do just that ,” he said .“ It has been rewarding to see the results of M-Metrics and hear from Team Members who feel further empowered to deliver on our Customer First Plan .”
Carla Costanzo
Retail sales manager Chemist Warehouse
C arla Costanzo has proven to be a valuable asset for Chemist Warehouse by enhancing staff engagement and knowledge , which is critical for the smooth functioning of any organisation .
She was quick to adapt from the organisation ’ s face-toface training programs amid Covid-19 restrictions , and worked tirelessly and professionally with other departments to ensure that Chemist Warehouse ’ s online training platforms continued to educate and engage staff .
Carla has also been able to overcome personal hurdles – such as public speaking – to talk in front of large audiences and present on TV as part of the ‘ What ’ s on in the Warehouse ’ campaign . Despite never picturing herself in front of the camera , she has grown from strength to strength in the role .
“ An aspect of my career that I am very passionate about is education ,” she explained . “ The opportunity to adapt and share our education platforms with staff members that we now have globally ( including in Ireland and New Zealand ) is a goal I hope to achieve .”
Carla said she was proud to contribute to the brand ’ s education platforms , and hoped to be part of this journey moving forward .
“ Retail is an industry that never remains stagnant , it is continuously evolving and it ’ s exciting to see the new developments that are created each day ,” she said . “ Whether it be from our bricks-and-mortar stores , our online avenues or our education platforms , there is always an opportunity to grow .” �
70 | www . insideretail . com . au May 2023