Sophie is the CEO of kitchen specialist Magnet, and the first female leader in the company’s history. Magnet was acquired by Alteri Investors (which also owns Bensons) in January, bringing the firm back under domestic ownership – and Sophie, who has worked for the likes of Tesco, Boots and Holland & Barrett, has been tasked with managing its next phase.
How might a child describe what you do?
I help people get the kitchen they’ve always wanted … and I spend a surprising amount of time talking about cupboards. The important bit is making sure our teams have everything they need to do a brilliant job.
What’s the biggest long-term challenge you face?
Staying focused on what really drives long-term performance. It’s a competitive market, customers have lots of choice and not much time, so consistency is so important. For us, it’s about delivering on quality and service every time, while building the capability for the long term, not just chasing short-term wins.
If you had 10 x your working budget, what would you spend it on?
People and training first, because that’s what customers actually feel. Then I’d accelerate investment in our stores, both improving our existing estate and expanding our proven smaller high-street format, alongside sustainability and the tools that make the whole experience simpler, from design through to installation.
What would be the title of your autobiography?
From lipstick to larders: building brands customers trust. It’s been a slightly unusual journey from my Boots days to kitchens, but the same principles still apply. What gets me out of bed is the opportunity to create something that genuinely delights customers.
What does ‘work/life balance’ mean to you?
It is not a perfect spreadsheet. For me it is being fully on when I am at work, but properly present when I am not, and not pretending taking time away is optional.
Who’s been your most influential professional mentor?
An early boss who taught me that ‘customer focus’ is not a poster, it’s a habit. Get out on the front line, listen properly, and fix what’s broken.
What advice would you give your younger self?
Back yourself sooner, and ask the awkward question in the meeting. It usually turns out everyone else was thinking it too.
What’s been your best day in business to date?
Leading Magnet into its new chapter under dedicated UK ownership has to be up there – it was the moment you could really feel the shift into ‘we’ve got this’.
What’s the biggest myth about our industry?
That the product is everything. In reality, people buy from people, and service is what makes all the difference. If you haven’t truly understood the customer and how they’ll use the space, then a kitchen becomes just a wooden box.
What should everyone in our industry either stop or start doing?
Stop racing to the bottom on price and calling it ‘value’. Start raising the bar on skills, responsible sourcing, and service, because that is what builds long-term trust.
Where do you see the industry going in the next 5-10 years?
More blended journeys – digital convenience with real expertise, and more immersive ways with AI to help customers visualise their choices. The winners will be the businesses that can prove quality, simplify the customer journey, and credibly lead on sustainability.
What question do you wish we’d asked? How would you have answered?
Q: What should every customer ask before they buy a kitchen?
A: Ask your designer to play back what they’ve learned about you and how that’s shaped your kitchen design. If they can do that well, you’ll know you’re in safe hands.
This interview was published in June's Furniture News.
