2024 Star Women in Convenience winner: Michele Lown

Vice-president of administration

INS Market | Dakin News Systems Inc.

How did you get into this business?

I sort of fell into it. I was having lunch with a colleague when I ran into the owner of what used to be called International News (Now INS Market). He knew my colleague, and they started talking. Shortly after, she was hired and reached out to me to join International News. I did, and here I am 20 years later. 

What work-related accomplishment are you most proud of during the last 12-18 months?

One of the work-related accomplishments I'm most proud of is our team's ability to navigate and thrive amidst the challenges posed by the COVID-19 pandemic. Despite the immense hurdles faced by our industry, we managed not only to survive but also to innovate and adapt our strategies to the rapidly changing landscape. Furthermore, launching with a new distribution partner stands out: This partnership not only signifies our resilience, but also our capacity to identify and seize opportunities for growth even in challenging times. It's a testament to the dedication and collaborative spirit of our team, as well as our commitment to delivering value to our customers and stakeholders. Together, these accomplishments showcase our ability to weather storms and emerge stronger, more agile, and more determined than ever to succeed in our endeavours.

What do you like most about your job?

The opportunity to constantly learn and grow. Every day presents new challenges and opportunities to expand my skills and knowledge. Whether it's tackling a complex problem, collaborating with colleagues, or exploring innovative solutions, I find fulfillment in the dynamic nature of my work. Additionally, being able to make a positive impact, whether it's through helping store operators achieve their goals or contributing to the success of my team, is incredibly rewarding.

What's the best advice you ever received?

The best advice I've ever received as it pertains to this industry is that 'sales solve everything.' This simple yet profound insight underscores the fundamental importance of revenue generation in any business endeavour. Whether it's a startup seeking growth, a well-established company aiming to innovate, or a nonprofit striving to make a difference, generating sales is crucial for sustainability and progress.

What's your career highlight/biggest achievement?

I started at the district field level and was quickly recognized as a key contributor by improving sales, communication both field and office, and ultimately became an intricate part of the senior management team. Over the years I continued to learn and educate, mentoring numerous people over the years and providing them with guidance and understanding regardless of the situation. I am considered a constant contributor, a forthright communicator, when things are good and especially when things aren’t going in the right direction. One of my latest achievements is undoubtedly the successful implementation of the product assortment in our INS Market cooler. I am incredibly excited about the diverse range of offerings we've curated, spanning from functional beverages to healthy options and those simply bursting with flavour. This accomplishment represents more than just a collection of products; it embodies a culmination of strategic planning, market research, and innovation. By meticulously selecting items that cater to a variety of tastes and preferences, we've not only enhanced the customer experience but also positioned ourselves as leaders in the industry.

What excites you most about the future of this channel?

It must be all of the new innovation and new products launching since the end of COVID.  There are so many options now for the consumer and it is exciting to trial them and monitor their sales. That and of course being able to sell alcohol in Ontario.

What trends or innovations are keeping an eye on right now. Is there anything you think will shape the business in the next 5 years? 

Technology integration: With the rise of contactless payments, mobile ordering, and digital loyalty programs, convenience stores are increasingly leveraging technology to enhance the customer experience and streamline operations. Investing in smart technology solutions, such as automated inventory management systems and personalized marketing platforms, can drive efficiency and customer satisfaction. 

Health and wellness: As consumer preferences shift towards healthier options, convenience stores are expanding their product offerings to include fresh, organic, and locally sourced items. Incorporating healthier snacks, ready-to-eat meals, and functional beverages cater to the growing demand for nutritious choices and wellness-oriented lifestyles. 

E-commerce and delivery services: The COVID-19 pandemic accelerated the adoption of online shopping and delivery services across industries, including convenience retail. This trend continued with third party partners such as UberEats, Skip the Dishes, DoorDash, and Phantuon.

How do you define yourself as a leader?

I define myself by my commitment to an open-door policy and a people-first approach, guided by principles of fairness and empathy. For me, an open-door policy means that my team members feel comfortable approaching me with their ideas, concerns, and feedback at any time. I strive to create a supportive and inclusive environment where everyone's voice is heard and valued. I believe in being firm but fair in my leadership approach. This means setting clear expectations, providing constructive feedback, and holding team members accountable for their actions and performance. However, I also recognize the importance of empathy and understanding in leadership. I make an effort to consider the perspectives and needs of my team members, recognizing that each individual brings unique strengths and challenges to the table. Above all, I prioritize the well-being and development of my team members. I strive to create a positive work culture where people feel supported, empowered, and motivated to reach their full potential. By investing in their growth and success, I aim to cultivate a high-performing team that is aligned with our goals and values.