Stephensons new leadership appointment strengthens customer experience

Stephensons, a leading catering equipment supplier since 1868, continues to improve its customers’ experience with the promotion of Brad Duncan to Customer Experience Director.

This strategic move highlights Stephensons’ unwavering commitment to delivering exceptional customer service, embracing new technologies to drive industry growth, and fostering lasting relationships within the catering and hospitality trade through innovative products, competitive pricing, and expert recommendations.

With over two decades of experience, Brad brings a wealth of knowledge and expertise to this critical role, where he will be spearheading a diverse range of customer engagement initiatives, with the backing of a dedicated department.

As Customer Experience Director, Brad’s primary focus will be ensuring that customers find it easier to interact with the business, whether visiting the showroom and Cash & Carry in Stockport or making purchases via the Stephensons website.

In preparation for his new position, Brad received executive mentorship to build upon his leadership skills. Stephensons’s investment in employee training and nurturing internal talent is a company-wide focus. This includes in-depth training for its customer service teams and sales reps, allowing them to become product experts who can advise customers effectively.

When asked about his new role, Brad commented: “I’m excited to take on this new challenge and oversee the full spectrum of our customer interactions. Our goal is to make Stephensons the easiest company to do business within the hospitality industry. We understand the pressures our customers face, and we’re committed to providing them with the support and efficiency they need to thrive in our fast-paced and ever-evolving sector.”

Brad’s journey with Stephensons began in 1998 when he took on a part-time role in the packing team whilst he was studying. His relationship with the family-run business strengthened over the years, and he has played a pivotal role in leading the marketing department and contributing to the development of the business during this time. His standout achievements include developing the extensive Stephensons catalogue and redeveloping the website into a powerful sales channel.

Managing Director, Henry Stephenson, said of Brad’s promotion: “We are delighted to announce Brad’s appointment as Customer Experience Director. Brad’s customer-centric approach, extensive experience, leadership and commitment to excellence align perfectly with our core values. His promotion reflects our commitment to providing exceptional service to our customers and our long-term strategy to strengthen every touch point.

“This decision marks an important step in continuing the stability and growth we’ve fostered, following Julian’s legacy. Stephensons has always been dedicated to adapting to evolving customer needs and embracing technological advancements and Brad’s leadership will help ensure our legacy endures for the next 150 years and beyond.”

With Brad’s leadership and focus on the customer experience and innovative technologies, as well as the company’s investment in employee development, Stephensons is poised to continue adapting to the evolving needs of the hospitality and catering trade.