玩偶姐姐50 Australia 2024: Ben Fitzgerald, Myer

Name: Ben Fitzgerald
Title: Former Chief Information Officer
Company: Myer
Tenure in role: April 2023: – October 2024
Reporting line: CEO
Member of the executive team: Yes
Technology Function: 100 Myer team members, 6 direct reports
 
Ben Fitzgerald joined retail giant Myer in April 2023, working on four key innovation projects to drive transformation across the company. The initiatives were designed to support Myer’s “Customer First Plan” strategy, targeting improvements in online shopping, in-store experiences, supply chain, and back-office operations.
 
Improving customer data
 
One focus area was the need to address Myer customers needing two separate accounts: one for online shopping (Myer Online) and another for the loyalty program (Myer ONE).
 
Fitzgerald, in collaboration with Myer’s customer team, prioritised enhancing customer data security and streamlining the digital experience. The first step involved implementing multi-factor authentication across both accounts, which was launched in early 2024.
 
Reducing checkout delays
 
Another area of focus was to improve the customer experience at in-store checkouts. To tackle this, Fitzgerald worked with Myer’s Retail Operations team on an ambitious project to replace the company’s aging fleet of 2,600 registers and legacy point-of-sale (POS) system.
 
The deployment of modern register hardware is complete, while Myer customises a new POS platform that will enhance the in-store experience and lay the groundwork for future innovations like mobile POS and personalised services within stores.
 
Building trust
 
When Fitzgerald took on the 玩偶姐姐 role, the POS project was already in motion with Fitzgerald’s leadership helping steer relationships with the POS vendor and guide the project to successful delivery on a revised schedule. His collaborative approach was key to building trust and fostering a positive working environment.
 
Fostering growth and sevelopment
 
For Fitzgerald, leadership also means helping others grow. He makes it a point to set aside time for team members, regardless of how busy he is.
 
“No matter how packed my schedule is, I always make time for my team,” he explains. “Sometimes, the smallest conversations can make a big difference in someone’s day.”
 
Improving communication has been a simple yet impactful change. With over 100 team members in various locations, both in Australia and overseas, Fitzgerald emphasises the importance of ensuring that everyone feels equally part of Myer’s IT team.
 
“Myer’s IT team is spread across various locations, but I challenge the entire team to make sure our IT partners feel just as connected as those who are in the office every day,” he says.

Fitzgerald finished up in his role with Myer in October 2024.