Applying customer-focused experience to build strong supply chain networks

On paper, hospitality and logistics couldn’t look more different. But the fundamentals of good leadership are the same: put people first, build strong relationships, and deliver great service every single day. Those principles have shaped my career — from retail and hospitality to my role today at FedEx.

Before joining FedEx in 2019, I worked for a major coffee company. I loved the pace, the people, and the early morning rush — customers dashing for trains, desperate for their caffeine fix. What stayed with me most was the teamwork behind every cup of coffee. From front of house to supply and back office, no single part could succeed on its own. It only worked because everyone was aligned around shared values and a common goal.

That same PeopleServiceProfit philosophy is even more tangible in logistics. We don’t just move parcels — we move what matters. In my first few weeks at FedEx, I stood in an air hub watching a priority shipment being prepared for a hospital. It contained equipment a surgeon needed to help a patient recover. That moment completely changed my perspective. Logistics isn’t invisible — it’s essential. Just like food or water, everything depends on it.

Changing mindsets on regulations

Keeping a complex supply chain running smoothly takes daily collective commitment. Every industry has its challenges, and logistics is no exception. Increasing regulation — from environmental standards to cross border tariffs and vehicle compliance — can feel daunting. It’s easy to hear people say, “It was better in the old days.” But progress means looking forward, not back, and adapting together.

In hospitality, I remember celebrating great audit results in food safety and health and safety as a team. Those wins mattered because everyone understood why they were important day in, day out. I’ve carried that lesson into logistics. When teams see regulation as a way to protect safety, professionalism, and service quality — rather than a box-ticking exercise — it becomes something they can take pride in.

Delivering excellent service, no matter the odds

Across all industries, I’ve learned that some challenges are simply out of your control — whether that’s weather disruption, congestion, or industrial action. That was true in hospitality, and it’s just as true in logistics. What really matters is how you respond. Taking ownership, being transparent, and doing the right thing - quickly - can make all the difference.

Whether it’s a delayed parcel or an incorrect order being served, these moments test trust. Under pressure, there’s nowhere to hide. My experience in hospitality taught me that frontline teams need confidence, clarity, and support to make the right calls in the moment — and I’ve brought that same mindset into logistics. Creating an environment where people feel empowered to act and adapt has been central to maintaining great service.

That’s also where technology comes in — not as a replacement for people, but as a tool that helps them perform at their best when it matters most. Strong systems and clear data give teams the visibility and confidence to act quickly and proactively. At FedEx, we focus on optimising networks through simpler routes, standardised ways of working, and data-led decision making.

For example, by using AI and machine learning to combine sensor data with external factors like weather, we can gain near real-time visibility of shipments. That insight allows teams to reroute proactively and avoid delays before customers are impacted — supporting better decisions on the ground and a better experience for customers.

The key takeaway

At its heart, leadership is about humility. Great service is never about hierarchy. The unseen teams matter just as much as the visible ones. Whether you’re serving coffee or moving shipments across the world, the job is the same: delivering on a promise, through people.

That’s the mindset I brought with me into logistics — and it’s one I encourage my teams to carry forward every day, on behalf of our customers.

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