In our series of 'Day in the life of' features, we catch up with National Service Manager Katy Rogers to learn more about what her role involves day-to-day.
Q1: What is your role and how long have you worked at Kohler Mira?
My role is National Service Manager, looking after our team of regional managers and engineers, team of 60 and I’ve worked for Kohler Mira for nearly 10 years (this November!)
I started as Senior Channel Manager and progressed into Marketing Manager for Channel – specification retail and trade with Channel Manager team. Following this, I moved into the Sales team as the National Sales Manager for Retail including customers such as B&Q, Screwfix, Homebase, Argos and Bathstore. More recently, I moved into Service in September last year!
Q2: What’s your typical day?
My typical day involves me spending time with my regional managers – whether that’s on the phone (as they are based across the UK) or in person. I use this time to hear about their teams, which will often include examples of great Customer Service, as well as understanding if there is a customer in need and therefore readjusting workloads to compensate. Also, I have regular meetings with our Head of Customer Service and Service Marketing Manager where we work on developing and future-proofing our Service proposition. Specifically, we focus on our customer satisfaction and our Net Promoter score which we review to understand where we are winning with customers and, importantly, what we can do better. On a personal side of things, I will be turning 40 in August, I have committed to running at least 40 miles a month this year, so that keeps me busy too!
Q3: What’s the favourite part of your job?
My favourite part is hearing the direct customer feedback where we have delighted a customer by installing a new shower or fixing a broken one, and knowing that my team have done that. That makes me really proud.
Q4: What’s the most challenging aspect of your job?
I manage a big team, so there are lots of people to look after and they happen to be based all over the UK! I would love to spend every day out on the road with my Field Service Technicians, meeting customers, however that would take up all of my time…and I can’t fix a shower! Instead, I rely heavily on technology to keep up to speed and hear from my team, which can be challenging at times.
Q5: How does your role involve interacting with our Customers?
In all my roles it’s been imperative to understand what customers want – and by customers, I mean end users. Consistently, for the installer ease of installation is crucial; for consumers they want a great showering experience. More than that, I’ve learnt the importance of understanding their need states – has their shower broken or are they looking for their dream bathroom? This is important to be able to inform your customers (B&Q etc), who look to us as the shower experts – so that we can work together to find the right products and service to make the consumer experience as seamless as possible.
Listening to customers within service, is all about giving great a customer experience. What people may not realise is that all the Field Service Technician feedback comes back into our product development process to inform our new products.
Q6: Sum up working at Kohler Mira in 3 words.
Fun, Stretching and Evolving
Q7: How has KM supported your development?
Kohler Mira has helped me grow and develop immensely during my time within the business. They have matched my ambition and work ethic with opportunity and support, from moving departments or supporting with my Exec MBA studies – there are development opportunities around every corner if you want them.