Heather Robertson
Service Director, Lion
Heather Robertson is the Service Excellence Director at Lion New Zealand, where she leads the company’s customer experience transformation across its B2B alcohol portfolio. She has worked at Lion for 24 years over a number of roles within Sales and Service across both Australia and NZ.
With deep expertise in customer strategy, commercial operations, and change leadership, Heather is passionate about building service models that not only meet but anticipate the evolving needs of customers in a dynamic retail and hospitality landscape. Heather empowers teams to drive continuous improvement and deliver measurable CX outcomes. At Lion, she has championed a culture of local ownership and agile experimentation—enabling faster innovation, stronger employee engagement, and customer experiences that truly reflect the values of the brand. At the Summit, she will share how LionCo is leveraging internal strengths to accelerate service innovation and build a customer experience culture that scales