Agenda 2026

You’ve spent eight years in senior leadership at Sephora, including leading Southeast Asia and now the UK since 2022. What have been the most important lessons you’ve learned about building and scaling a retail business in today’s market?

Sephora is known for its hyper-local approach to store openings. What does that really look like in practice, and how has it shaped the customer experience in the UK?

You’ve leaned heavily into both experiential and community-led retail. What does that look like in reality, and how do you ensure it doesn’t just feel good—but actually drives loyalty and commercial performance?

You’re now expanding into more accessible, boutique-style formats in locations like Carnaby Street and Spitalfields. What’s driving this shift, and how does the proposition differ from your larger stores?

You’ve spoken about personalisation in a broader sense, including how you build your teams.

Can you explain how hiring and representation play a role in delivering a more personalised customer experience?

Sephora’s social presence often feels more like a cultural movement than traditional marketing. What’s your approach to building that relevance, and how do you balance virality with brand credibility and trust?

You started as a pureplay but now operate as a true omnichannel business. How are you building loyalty seamlessly across digital and stores today—and how will that need to evolve by 2030?