Interim CEO: “A strong Swiss Post helps everyone”

Alex Glanzmann, what was your first reaction when you were asked if you’d like to become Swiss Post’s interim CEO?

My pulse immediately started beating twice as fast. I was delighted about the trust that was being placed in me, but also very aware of the huge responsibility of running such an important and large company.

If you had to describe your first 100 days in one word – what would it be?

Thrilling.

What does a typical working day look like for you – and what part of your routine is essential?

I don’t really have a typical day – that’s exactly what makes the role so exciting. I spend a lot of time in committees, holding meetings, dealing with the media, doing political tasks and preparing decisions. One thing that is essential is time for reflection. And for a coffee from the cafeteria, because I always have an opportunity to talk to colleagues while I’m there.

What’s the most surprising thing you’ve experienced so far?

It wasn’t surprising, but I felt very clearly once again how strongly customers, employees and politicians feel about Swiss Post.

Why will Switzerland still need a strong Swiss Post in future?

Because Swiss Post has always been a reliable and important partner for society and the economy. It guarantees the universal service, transports goods, information and people securely, and provides financial services. We want to continue playing this unifying role – updated to meet changing customer requirements. A strong Swiss Post helps all stakeholders.

What is Swiss Post’s current situation?

We are in the middle of a transformation. Through the “Swiss Post of tomorrow” strategy, we’re responding to the changing market environment and evolving customer needs. We have already put a range of important measures in place, such as the merger of PostMail and PostLogistics, two pricing measures, efficiency improvements, expansion of our services and the roadmap for achieving our sustainability goals. Growth and revenue growth remain challenging – and more effort is needed in this respect.

What will change for customers as a result of the “Swiss Post of tomorrow” strategy?

A clear focus is on customer centricity. We want to continue improving the customer experience across all channels – through listening, understanding and implementation.

Will Swiss Post go entirely digital soon?

No. Physical mail is still an important part of our business model, and that will remain the case. However, the physical and digital worlds will increasingly be combined, especially in letter mail. At Swiss Post, we’re in an excellent position to coordinate these channels to meet that need. And we’ll always ensure that we act in line with our mandate and core competency: secure transport of goods, information, people and financial services.

Be completely honest: when was the last time you were at a post office counter – and why?

We have a branch with partner in my village. I was there last week at 6.15 a.m. to collect a registered letter.

Have you had any particular encounters with employees or customers that have stayed with you?

Lots of them! One example is at our internal “Tour de Poste” events, where Executive Management members visit employees at various locations in Switzerland and engage in dialogue with them. But it was also great to meet an employee I didn’t know in the lift. He asked me how I was doing in my new role – and thanked me for taking it on. I was delighted to hear that.

What will you personally take away from your time as interim CEO for the future?

The importance of communication, transparency and proximity. The power and energy invested in a company like Swiss Post. Balancing different interests and opinions. But also being and staying yourself – in every difficult situation.