As a former department store clerk, Thomas Woo started his career the hard way – from the bottom. A fresh graduate at the time, he would never have guessed that his then-boss and mentor, Masashi Ishikawa, would go on to create one of the leading supermarket and lifestyle chains in Hong Kong, and that its stewardship would one day pass on to him.
Tell us about your rise to company president.
I was part of the city'super founding team in 1996. Originally, I came on board as the marketing manager. But because it was such a small team, it was very much a case of everyone doing everything. Over the years, I've taken care of wholesale, food, IT [information technology], and even HR [human resources].
In 2002, my mentor and city'super founder, Masashi Ishikawa, developed terminal cancer and passed away just five weeks after his diagnosis. Before he died, he asked me to run the company. I've been serving in this role since.
What kind of staffing structure do you have to support you?
We basically have one head per business line. These lines include the supermarket, city'super; LOG-ON, which concerns our gadget and lifestyle products; food and beverage, which covers many of the outlets you'll see in our food courts; and wholesale. Then, we have the corporate support services: HR, finance, quality assurance, supply chain, store development, marketing – each with its own head. We also have geographical heads for each of our markets – Hong Kong, Shanghai and Taipei.
What led to your being named one of Ernst & Young's “Entrepreneurs of the Year” for 2011?
I think it was in recognition of city'super as a brand, and for my role in helping steer it.
We've tried to make city'super much more than a supermarket. What we're really trying to offer is a means to a better lifestyle. As such, you'll always find something different at city'super. It's fun. It's like a journey. And that shopping experience is what sets us apart.
How much did having a mentor contribute to your success?
Very much. But people should remember that a mentor doesn't necessarily have to be your boss – it could be your parent, it could be a friend of yours.
What aspects of Ishikawa's management style were most be