Lachlan Roach, Managing Director of Harvey Norman UK, talks about recent investments, sustainability importance, improving the customer experience and paying tribute to the UK team.
Meet Lachlan
My role is focused on leading the company’s UK expansion strategy, overseeing retail operations, developing our store network and building the Harvey Norman brand within the UK market.
Recent investments?
Most recently, we invested in the opening of our fourth UK store at The Gracechurch Centre in Sutton Coldfield, West Midlands. This site is now also home to our UK headquarters. This follows the launch of our flagship Merry Hill store in 2024 and reflects our continued commitment to growing our physical retail presence in the UK. Alongside store development, we continue to invest in people, logistics, customer experience and operational infrastructure to support long-term growth.
Future plans?
It’s no secret that we are actively assessing further opportunities in key locations across the Midlands region where we believe the Harvey Norman proposition can perform strongly. Long term, we see significant potential for continued UK expansion.
What is your mission?
Our mission is to create a destination retail experience that brings together furniture, bedding, appliances and technology under one roof, supported by knowledgeable teams and strong customer service. We want to help customers create better homes while delivering quality, value and choice across every category.
On sustainability, what is your business doing on this topic?
Sustainability is an increasingly important focus across the retail sector and we continue to look at ways to improve efficiency and reduce environmental impact across our operations. This includes working with supplier partners on responsible sourcing, improving operational efficiencies within stores and logistics and offering customers access to more energy-efficient products and appliances. We also recognise the importance of durability and longevity in home products, which remains an important consideration in our ranging.
How has recent business been? What trends are you noticing?
We’ve been very encouraged by the response we’ve seen from UK customers so far. Like our Irish business, where we have 16 stores, consumers remain selective and value-conscious but there is still strong demand for quality home products, particularly where customers can clearly see value, comfort and long-term durability. We’re also seeing growing interest in categories linked to home lifestyle, wellness and connected living, alongside customers wanting a more seamless experience between online research and in-store shopping.
What would you change in the industry?
One of the biggest opportunities for the industry is continuing to improve the overall customer experience. Customers today expect convenience, transparency and knowledgeable service, whether they are shopping online or in-store. As an industry, there is also an opportunity to simplify what can sometimes feel like an overwhelming purchasing journey, particularly in categories such as furniture and bedding.
What challenges do you currently face and how are you overcoming these?
Like many retailers, we operate in a highly competitive environment shaped by changing consumer behaviour, cost pressures and evolving expectations around convenience and service. Our approach is to focus on long-term investment, strong customer experience, quality products and building a differentiated retail proposition. We also place a strong emphasis on recruiting experienced people and developing local expertise within the UK market.
Do you have any staff you would like to pay special thanks or recognition to and why?
The success of our UK expansion is very much down to the commitment and hard work of our teams across all areas of the business. Opening new stores requires a huge collaborative effort across retail, merchandising, marketing and support functions. I’m particularly proud of how our teams have embraced the challenge of establishing and growing the Harvey Norman brand in a new market while maintaining a strong focus on customer experience.
Why do you think customers choose your business?
Customers are looking for quality, choice, value and service and we believe Harvey Norman offers a compelling combination of all four. Our multi-category model also gives customers the convenience of shopping across furniture, bedding, appliances and technology in one destination, supported by knowledgeable in-store teams and a strong retail experience.
Final thought…
The UK market represents a significant long-term opportunity for Harvey Norman and we are excited about the journey ahead. While we are still relatively early in our British growth story, we remain committed to investing in stores, people and customer experience as we continue to build the brand and strengthen our presence across the country.
