About Speaking Workshop Podcasts Articles Contact

Episode 41

J.K. Symancyk on Custumer-Centric Leadership

It's A Customer's World Podcast

 

Read more

In this episode, Andy is joined by J.K. Symancyk, CEO of PetSmart. J.K. has spent the last two decades as a senior leader for large retailers such as PetSmart, Academy Sports + Outdoors, Meijer, and Sam’s Club. In each of these leadership positions he has relied on a customer-centric mindset that stems from his unique background as a Theatre student at the University of Arkansas.

In their conversation, Andy and J.K. discuss how to truly listen to customers through store walks, identifying customer problems that are worth solving, advice for students and young professionals, the power of human connection in a tech-focused world, and much more.

Questions and topics.

06:21 How do you view customer-centricity in your role as CEO at PetSmart
14:01 Does your customer-centric approach apply to all of retail or specifically the pet category?
17:06 What role does Omnichannel play in such a CX based retailer like PetSmart?
20:53 How do you identify what customer problems are worth solving?
22:25 What to look for on a store walk
28:26 How to navigate moving to a new place
31:00 What commonalities and differences have stood out across roles in your career?
33:37 The power of asking questions and interview advice
37:40 The path from a Theatre degree to CEO
41:40 The value of human connection in career development
47:11 What gives you hope about the future?

Download Transcript

Meet Your Host: Andy Murray

 

Andy is a highly effective senior leader with a passion for growth, creating cultures that unleash talent, and building capabilities through collaboration across functions. He has held leadership roles across retail (Walmart), CPG (P&G), start-ups (Mercury 11, Saatchi X) and global organizations (Asda U.K.). A creative problem solver, innovator, and marketer, he is known for building high-performing teams and delivering results.

Andy is a lifetime Honorary Board member of the University of Arkansas's Center for Retail Excellence where he helped developed the Center's presence and Innovation conferences. He is also an Early Board Member for the Soderquist Center for Leadership and Ethics college. Andy was inducted into the Shopper Marketing Hall of Fame in 2013 for his pioneering work in developing best practices and industry leadership in the emerging field of Shopper Marketing. He currently serves as Chairman of Asda Foundation.