2023 Honorees

Sera Volau

eCommerce Product Manager

“I’m the team member who will always stay calm in the midst of chaos.”

Rising Star2023

Tell us about your company and role.

KOOKAÏ is an Australian owned women’s fashion label, defined by an essence of femininity, confidence, allure, and independent style. With an established presence in Australia spanning over 30 years, KOOKAÏ remains true to its origins in providing a collection infused with Parisian chic, and continuing to provide an opportunity for women to embrace their individuality and the power of expression through their wardrobe. I am the eCommerce Product Manager at KOOKAÏ, going onto my 10th year in the business and look after all things eCommerce.

How would you describe yourself?

Not one of my favorite questions to answer, so I will keep it brief! I’m the team member who will always stay calm in the midst of chaos with a “never say die” attitude. I wouldn’t be from Melbourne if I didn’t love coffee, food, and good music. When I am on annual leave, you’ll find me somewhere tropical!

What qualities make someone successful in the eCommerce industry?

If there’s anything the pandemic has amplified in this industry, it would be resilience, being open to change, perseverance, and a whole lot of patience. Despite the challenges of the last few years, continuing to push through with the above qualities has produced rewarding results both personally and professionally. Additionally, it’s important to not remain stagnant and always look at ways to evolve all facets of eCommerce ensuring the customer is at the forefront of all decisions made.

What has been your biggest professional success so far?

Being part of KOOKAÏ’s eCommerce journey from its infancy. It has been very rewarding to be part of the growth of KOOKAÏ’s eCommerce business and it’s evolution in a short period of time. There has been lots of blood, sweat, and tears over the years, however, personal growth has been one of the many sweet rewards. Equal to this would be seeing the digital customer experience evolve over time. There are very exciting things that lay ahead for eCommerce at KOOKAÏ and I look forward to seeing the evolution continue.

Pattern art Pattern art

What causes are you most passionate about?

One of the many great things about working for KOOKAÏ is that the business proudly supports Katalyst Foundation. The Katalyst Foundation was established by KOOKAÏ’s co-founder Rob Cromb. The foundation supports disadvantaged communities in Fiji, through pursuing charitable endeavors that will empower people and bring about long-lasting meaningful change. Working at KOOKAÏ isn’t just a job, you are contributing to making a change to the lives of those who may not be afforded the same opportunities as you are. 

What do you think is the biggest challenge facing eCommerce brands?

For omnichannel brands, the challenge of establishing cohesion between your digital and retail stores. Ensuring there is a focus of consistently evolving the customer experience between both channels is paramount.

What's your favorite loyalty program or subscription offering from an eCommerce brand?

Anything with rewards! Being rewarded with perks and gifts… you’ll have me spending!

What do you geek out over?

There are a few eCommerce-related things I geek out over but if I had to pick one, it would have to be fulfillment. I will be the first to put my hand up to pick orders or inbound stock and love a good read on all things related to fulfillment technology.