Meet the team - John Coyne

Your last ‘Meet the Team’ article was in 2017. How has the industry changed since then, and how has Venditan adapted?

Some things stay the same, whilst others are unrecognisable.

With retail technology there will always be fundamentals that need to be in place–without these, a retailer will struggle for growth and efficiency. But we’ve also seen a much more tangible shift to emerging technology, whether that’s AR/AI-powered shopping, embedded and cashierless payments or datafication.

Many retailers are now also pursuing eco-friendly sustainability initiatives, from supply chain to operations, which is something we talked about far less in 2017.

In addition to the changes, we also had COVID-19–a period of our business (and personal) lives that probably none of us ever expected. That has had a huge impact on the industry from many perspectives; working locations, health and wellbeing, virtual meetings and so on.

As a business, we’ve always focused on delivering as much value as possible to our clients—that hasn’t changed since I joined the company 22 years ago. We’ve adapted to major challenges, like the pandemic, but we’ve tackled them head-on.

My view is that we need to keep learning, pushing the boundaries of what’s possible, staying professional and friendly, working super-hard, and looking after all our stakeholders—whether that’s clients, colleagues, or partners.

If we do that, we won’t go far wrong.

Of course, your role has changed during that time, with the transition from Commercial to Managing Director. How has your role evolved?

It was a fairly straightforward transition, in all honesty.

Chris (Chairman and Founder) and I had been planning it for a while, and as we began 2020, we put the plan into action. Even as Commercial Director, I had been overseeing day-to-day operations across the business, so we felt the timing was right to formalise the appointment.

We have a really clear set of responsibilities between us, work well together, and most importantly, we have each other’s backs. The health of any business is driven by the standards set by its leaders, and we always remind each other of that. It’s our job to ensure the business and all of our colleagues are consistently developing and improving at what we do. We need to instil a culture of achievement mixed with enjoyment, and I aim to create an environment I would want to work in, no matter the role.

At a top level, it’s the board’s responsibility to devise and drive the strategic approach and business plan. On a day-to-day basis, my focus is on business growth and operational strategy. New business, marketing, and communications will always be top priorities, and alongside that, I need to ensure our operational delivery is as strong as it can be. We have a well-defined set of KPIs across all departments that I review each month, supporting the senior team to meet those KPIs and adjusting where necessary.

Looking ahead, what are the biggest trends you see shaping the future of eCommerce and retail?

Generative AI is set to have a huge impact across various areas of retail and eCommerce. There will be countless use cases, from time-saving and data analysis to product theft and loss prevention.

I recently read an article about how AI algorithms can analyse foot traffic patterns, identifying high-risk areas in stores that need special attention. Retailers can then use this data to optimise store layout and design, reducing congestion and improving visibility in high-traffic areas, which helps minimise physical loss. AI will also revolutionise product search, with ChatGPT-style search tools offering more intuitive and personalised results.

Datafication is another major trend. Data analytics and insights are becoming increasingly critical for eCommerce success. Personalisation and price optimisation are key to converting sales online, and tools like Venditan Commerce’s Segmentation Engine provide unprecedented insights into recency, frequency, and monetary behaviours across all channels and data sources.

Automation may seem like an established trend, but it will continue to shape the future of eCommerce. We have developed a feature that uses electronic shelf labels to automatically display product information and update prices. This is a major shift from traditional manual price management in-store. So many retail operations can be automated now, whether it's to reduce human error, improve service speed, or boost productivity—and all of these help protect margins.

In your opinion, what have been the most significant milestones for the company over those past seven years?

Without wanting to tempt fate, we have an exceptionally strong client retention level.

Our client services team, headed up by Steph Fenton, definitely goes the extra mile, and we have more than a handful of clients who have been using our software and services for over 15 years.

That’s unheard of in our sector.

Covid became a milestone in itself. Thankfully, we navigated our way through it successfully.

What do you enjoy doing outside of work that helps you stay balanced?

As a professional sportsperson (in a previous life) I would say I like to keep fit. However, 2024 has been a challenge due to suffering a ruptured achilles and broken ankle whilst playing Padel tennis.

The good news is that I have now been signed off by the physio to start a more physical rehab, but that does leave me with no excuse in terms of shedding a few lbs…

Family time is important. I also sit on the board of directors of Altrincham Football Club which takes up a lot of my evenings, so I ensure my wife and daughter play an active part in that business so that we aren’t passing ships in the night.

I also enjoy travelling, TV/film and the occasional Guinness on a Sunday.

What advice would you give to aspiring leaders?

Work hard, listen, and learn. Leadership comes naturally to some, while others need to invest time and effort to understand what makes a great leader.

A strong attitude and a solid work ethic are essential fundamentals, so make sure these foundations are in place. From there, cultivate a willingness to listen, observe others, and learn. Remember, the learning should never stop.

Be positive; How can you take inspiration from negative people? When the pressure is on—whether it’s meeting deadlines, closing deals, or overcoming service challenges—colleagues will look to leaders to navigate and succeed. Be mindful of this as you work your way up the ladder. Lead from the front and take responsibility.

Teach; you can’t do it alone! Collaborate with other aspiring leaders to help them on their journeys. There’s strength in numbers, and the secret to achieving a work-life balance is trusting those around you to lead when you are taking time out.

Stay humble; It can take time to become a leader so don’t waste your opportunity by becoming arrogant, self-interested or power-hungry.