Lotte Distribution Group Head Kim Sang-hyun Begins Duties: "Customer-Centric Approach is Key"

Sanghyun Kim, Executive Vice President and General Manager of Lotte Distribution Group.

[Asia Economy Reporter Yuri Kim] "Whether in developed countries or emerging markets, the most important thing is to put the customer at the center."

Kim Sang-hyun, Vice Chairman overseeing Lotte Group's distribution business, said this in a video message to employees as he officially began his duties on the 7th.

Kim, who also serves as CEO of Lotte Shopping, delivered his first greeting to employees since his inauguration on the 1st. In an interview-style video, he introduced his background of immigrating to the U.S. at age 10 and working at P&G, Homeplus, and DFI Retail Group, saying, "Through various careers, the principle I have consistently believed to be important is putting the customer at the center." He added, "Understanding what customers want and need first, then finding answers and responding accordingly, has been the greatest help to growth so far."

He said, "I believe that a learning attitude is important for any leader," and added, "Everyone is important, speak honestly as you are, keep promises, do the right thing the right way, do not be passively changed but lead change?these five principles guide me." Kim especially emphasized, "Every employee is important," and said, "My key mission is to significantly enhance the capabilities of each and every employee in their respective positions."

He also stressed communication. Kim said, "It is better to be called comfortably by my English name 'Sam' or 'Kim Sang-hyun' rather than by title or rank," and added, "Since I am arguably the person furthest from the customer, I will always approach with a learning and listening attitude. I want to create opportunities where you can speak to me without hesitation."

He continued, "Employees are the closest to the customers," and said, "I will create many opportunities to meet comfortably with employees who are also customers. I will visit workplaces to learn and help create better work environments."

Kim Sang-hyun, who was appointed as the head of Lotte's distribution business in last November's Lotte Group personnel reshuffle as the first outsider, resides in Singapore and officially started his term on the 1st. As Kim begins his duties in earnest, it is expected that Lotte's distribution division will soon complete its organizational restructuring.

Lotte's distribution division has introduced an HQ (Headquarters) system that encompasses mid- to long-term strategies, personnel, finance, and marketing of its distribution affiliates, and established main function-specific headquarters. Kim will concurrently serve as Chief Strategy Officer (CSO, Head of Business Strategy Headquarters) responsible for creating mid- to long-term business strategies for the distribution division, focusing on strengthening competitiveness and discovering new growth engines.

This content was produced with the assistance of AI translation services.