Convenience Redefined | Fiona Hayes (CEO & MD, 7-Eleven Australia)
About this episode
Fiona Hayes discusses the transformation of 7-Eleven Australia and the evolving landscape of convenience retail.
In this episode of BCG Business & Beyond, Sanjay Chari sits down with Fiona Hayes, CEO and MD of 7-Eleven Australia, to unpack how one of the country’s most recognisable convenience brands is reinventing itself. Fiona discusses the shift from fuel-led missions to a food and beverage-led offer, why supermarkets and convenience retailers are converging, and how 7-Eleven is reshaping customer perception through store upgrades, product innovation and its new “Anytime is 7-Eleven time” brand platform. She shares practical examples of what customers are demanding today, the rise of delivery as a core channel, and how Gen Z trends are reshaping drinks and snacking. Fiona also dives into AI use cases already live in stores, including automated stock ordering and agentic AI tools that support 8000 frontline team members. Finally, she opens up about her 30-year career from call centres to the CEO role, how she stays energised at 5:30 am training sessions, and the leadership habits that help her build resilient teams and navigate major transformation. BCG maintains a professional relationship with the company represented by today’s guest. Chapters: 00:34 - Introducing Fiona Hayes and…
People in this episode
Host: Sanjay Chari
Guest: Fiona Hayes
Topics covered
- convenience retail
- food and beverage
- customer expectations
- AI in retail
- leadership
- Gen Z trends
Mentioned in this episode
Organizations: 7-Eleven Australia, Boston Consulting Group
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