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In the Series 2 finale of CMO Chapters, Lucy Bolan sits down with Ryan Gracie, Chief Customer & Revenue Officer at BIG W (Woolworths Group), for a candid conversation about bold brand building, customer-led growth, and leading through change.
From agency beginnings to senior retail leadership, Ryan shares the wins, the missteps, and the mindset that’s powered his career—plus why backing yourself and taking calculated risks still matters most.
What You’ll Learn in This Episode
- How to make bold, commercial creative that cuts through in retail
- Why resilience is a modern C-suite superpower (and how to build it)
- Balancing brand, performance and revenue without losing focus
- Navigating complex stakeholder environments and earning trust
- Lessons from scaling teams through transformation and integration
- Practical ways to keep your customer promise front and centre
Resources & Mentions
- BIG W – One of Australia’s most iconic retailers.
- Case studies from Ryan’s standout marketing and retail campaigns.
- Lessons from creative agency beginnings to executive leadership.
- Scott Galloway – referenced for his perspectives on business, marketing, and leadership.
Chapters:
- (00:00) Introduction to the CMO Chapter Podcast
- (00:44) Meet Ryan Gracie: Career Highlights
- (03:22) Ryan's Early Life and Education
- (04:51) The Drive Behind Success
- (07:38) Transitioning Roles: CMO to Chief Customer and Revenue Officer
- (10:24) The Future of the CMO Role
- (13:39) Balancing Art and Science in Marketing
- (15:40) Ryan's Principles for Success
- (18:16) Embracing Discomfort for Growth
- (18:42) Creating Value in Business
- (19:23) Resilience and Moving Forward
- (20:49) The Importance of Attitude
- (23:41) Advice for Aspiring CMOs
- (27:33) Networking and Personal Growth
- (32:20) Overcoming Personal Challenges
- (35:12) Conclusion and Final Thoughts
Connect with Ryan Gracie on LinkedIn: https://www.linkedin.com/in/ryangracie/
Follow the Podcast & New Chapter Talent:
Instagram: @NewChapterTalent
LinkedIn: New Chapter Talent || CMO Chapters Podcast
This podcast is brought to you by New Chapter Talent recruitment. If you're hunting for a fulfilling new role or seeking the right talent for your company, contact Lucy Bolan today!
Website: https://www.newchaptertalent.com.au/contact-us
LinkedIn: https://www.linkedin.com/company/new-chapter-talent/
Email: lucy@newchaptertalent.com.au
