Inside Franchise Business - - Contents -

Fe­male man­agers at Couri­ers Please are lead­ing the way in lo­gis­tics.

Women in lead­er­ship roles are mak­ing a mark at the Couri­ers Please (CP) busi­ness, com­pris­ing 38 per cent of the se­nior man­age­ment team. A year ago CP grew its fe­male man­agers by 6 per cent, and by 9 per cent dur­ing its lat­est fis­cal year.

“It sur­prised me,” says COO Hoy Yen Hooper. “I’ve been here only three months. It’s very un­usual in this in­dus­try.”

Hooper cred­its the change in the com­pany, now owned by Sin­ga­pore Post, to CEO Mark McGin­ley. She joined CFO Paula Sab­bouh, the first fe­male in that po­si­tion at CP. And with na­tional sales man­ager Sharon King, the sales team has part­nered with ma­jor clients in­clud­ing Kmart, Sephora and The Iconic.

Women are rul­ing the roost in anal­y­sis, project man­age­ment and cus­tomer ser­vice. One of these high fliers is Kirsty Truf­fley, act­ing head of cus­tomer ex­pe­ri­ence, who has trans­formed the struc­ture and work­ing prac­tices of the cus­tomer ser­vice team.

“She came in, looked at the num­bers and key per­for­mance in­di­ca­tors, and re­struc­tured the team. Her pri­or­i­ties were to be a team coach, to raise stan­dards,” says Hooper.

Hu­man re­sources man­ager Daisy Ja­cobs started her de­part­ment from scratch, and other women in man­age­ment roles in­clude na­tional mar­ket­ing man­ager Lissa Becker, na­tional sales man­ager Wendy Bass and le­gal coun­sel Clare Matthews.

Couri­ers Please sur­prises

as it in­creases the num­ber of fe­males in its

lead­er­ship roles.


The ben­e­fit of hav­ing a tranche of women lead­ers is that they can con­sult and work to­gether as a man­age­ment team, which en­cour­ages em­pow­er­ment and cre­ates a strong en­vi­ron­ment that is wel­com­ing for women, says Hooper. “It makes it feel more com­fort­able and a psy­cho­log­i­cally safe en­vi­ron­ment.”

She be­lieves that hav­ing fe­males at a high level breaks down gen­der bar­ri­ers and drives change and trans­for­ma­tion “be­cause it is all about the skill base and pas­sion”.

Not only are women head­ing key de­part­ments at CP, they are also help­ing drive par­cel de­liv­er­ies. Queens­land and Vic­to­ria have the high­est num­ber of fe­male de­liv­ery driv­ers and fran­chisees, at 22 and 13 re­spec­tively.

“It’s a pretty tough job. You’re work­ing for 10 hours and there’s heavy freight. It could be more ap­peal­ing to men, but fe­males can do it as well,” says Hooper.

She knows the busi­ness well with a back­ground in trans­port and lo­gis­tics at DHL.

Run­ning a courier fran­chise is chal­leng­ing, she says. The courier net­work is vi­tally im­por­tant, and the goal is to build on the re­la­tion­ships be­tween couri­ers and the fran­chise sup­port team.


With e-com­merce there has been a com­plete shift from work­ing in a busi­ness-to-busi­ness en­vi­ron­ment to em­brac­ing the busi­ness-to-con­sumer model.

“I want to build a fran­chise ex­pe­ri­ence pro­gram and make sure we at­tract qual­ity peo­ple to the net­work, and in­vest enough in tech­nol­ogy to drive ef­fi­ciency. The whole B2C process puts a lot of pres­sure in the net­work.”

Hooper is con­fi­dent the com­pany is well po­si­tioned to han­dle the e-com­merce rev­o­lu­tion.

Na­tional com­mer­cial man­ager Hayat Horma rolled out a myr­iad of in­no­va­tions in the e-com­merce space dur­ing her time at CP, in­clud­ing its flex­i­ble de­liv­ery choices.

“We’ll be driv­ing that for the next 24 months,” says Hooper.

“It’s great to be part of an or­gan­i­sa­tion that pro­vides op­por­tu­ni­ties for women. It’s not about gen­der, it’s about skills. I’m here be­cause I can add value.

“The lo­gis­tics sec­tor is chang­ing, a shift we not only see at CP, but in other busi­nesses in this sec­tor, with Aus­tralia Post ap­point­ing its first fe­male to the top spot. As on­line shop­ping in­creases and there are more parcels in the net­work, we look for­ward to see­ing a fur­ther in­crease in the num­ber of fe­male fran­chisees we have on the ground.”

It’s not about gen­der, it’s

about skills. I’m here be­cause I can add value.

Paula Sab­bouh

Hoy Yen Hooper

Hayat Horma

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