Ian Horne has dedicated nearly 30 years to working in the retail industry and is currently the General Manager – Business Improvement at ASX listed retailer, Super Retail Group. In this role, he is responsible for indirect procurement, business improvement and online customer care. Ian believes it’s critical to continually focus on improving the customer experience and takes a holistic approach where the ‘Voice of the Customer’ is considered across all touch-points – “if you’re not serving the customer you’re serving someone who is”. Ian’s success can be attributed to his passion for leading people combined with his ability to develop processes and systems that enable the business to run more effectively. Ian’s recent accomplishments include – redesigning and embedding a new indirect procurement operating model, establishing Robotic Process Automation, ML and AI capability and centralising online customer service practices.