GNC

Scott Saeger

Omnichannel Systems Modernizer

Scott Saeger is Senior Vice President and Chief Information Officer at GNC. He leads the global enterprise technology strategy and drives transformation through established and emerging technologies to deliver business outcomes. Saeger has played a pivotal role in GNC's technology transformation across the global omnichannel structure since joining the company in 2018. Prior to joining GNC, Saeger gained extensive retail experience in strategic technology initiatives and implementation at 1-800-Flowers, Hewlett-Packard, ExxonMobil, and Laura Mercier. He is an active member of the retail technology community and provides expert perspectives as a member of both the CDW Retail Customer Advisory Board and the National Retail Federation's CIO Council.

What are some of the biggest challenges that GNC has faced in terms of implementing and managing its technology systems, and how have you and your team addressed these challenges?

Like many retailers, GNC faced challenges while integrating ouronline and offline systems to create a seamless omnichannel experience for customers. We invest in cloud-based technologies and systems to improve data processing and analysis while also prioritizing continuous learning within our IT team, encouraging associates to stay up-to-date on the latest technological trends and opportunities.

"We invest in emerging technologies and systems to improve data processing and analysis while alsoprioritizing continuous learning within ourIT team, encouraging associatesto stay up-to-date on the latest technological trends and opportunities."

This is crucial to understand how digital and technological transformations impact key business services and products. A reliable IT infrastructure and skilled team are crucial tomanaging large volumes of data and traffic, as well as maintaining, optimizing, and innovating systems.

With the growing importance of e-commerce in the retail industry, how is GNC leveraging technology to enhance its online presence and improve the customer experience?

GNC is utilizing technology to improve its online visibility and customerexperience. The extensive revamp of GNC.com, which now provides a more informative interface, is a noteworthy step in this direction. Through the GNC Learning Center and Dynamic PDPs, customers can access educationalcontent from our experts to make knowledgeable selections and have a convenient shopping experience. In addition, GNC has used sophisticated algorithms that evaluate data sources to deliver personalized product recommendations that benefit shoppers on their journey to Live Well. Instant customer support is also made possible by the incorporation of AI-powered chatbots on our website, which can answer questions, provide product information, and efficiently handle frequent problems. In order to create a seamless and integrated shopping experience for both online and physical customers, GNC is alwaysinvestigating emergingtechnologies. The launch of a new social selling tool this year has enabled us to connect electronically 100 GNC coaches with shoppers to improve convenience and make shopping fun throughout the omnichannel experience.

Can you discuss any new or upcoming technological developments that GNC is exploring or planning to implement in the near future?

For the foreseeable future, GNC is laser-focused on investigating and researching emerging technologies that will help us to continue to delivera customer-centric experience. The potential of AI and data science to enhance customer knowledge and customize the buying experience is especially interesting to us. We’re also looking at the potential impacts of AI for supply chain transparency, taking advantage of the technology's quick development in that area. To improve the in-store experience for both consumersand our coaches, optimizing in-store solutions are going to remain very important.

What would be your piece of advice for the budding professionals in the field?

My biggest advice to those in the retail IT field is to keep a keen sense of curiosity and a dedication to lifelong learning. Our category is continually changing, partly due to shiftsin customer behaviour and technological improvements. It's imperative to comprehend both the technical and business implications to succeed and work effectively in cross-functional teams. A strong combination of technical expertise and critical soft skills like good communicationand teamwork will enable you to go far in our industry..