Roberto Mancuso, general manager of METRO Cash&Carry Srbija - I feel at home in Serbia

(Roberto Mancuso) Business took him from his home country Italy to Spain, Czech Republic and Slovakia before he reached our country. Roberto Mancuso, who assumed the position of General Manager of METRO Cash&Carry in Serbia two and a half years ago, says he feels at home here.
He expected big challenges in Serbia, but he got more than he desired. However, this is completely in line with his life philosophy to explore new territories and constantly learn new things.
In an interview with eKapija, Roberto Mancuso talks about his life and work abroad, nostalgia for sipping cappuccino in Italy, love for cycling and good wines, and he also explains why he tells his friends that it is a must to visit Serbia at the time of celebrations.

eKapija: You assumed the position of General Manager of Metro Serbia in 2013. How would you rate your stay in Serbia so far? What has left the greatest impression on you?

- Well, I was expecting plenty of challenges in my new assignment and I got even more than I wished for! In the last two years we have been through a profound transformation inside our organization, with the aim of positioning Metro as the ideal partner for independent food business entrepreneurs (restaurants, hotels, grocery shops, fast foods, bakeries...). This step required a lot of efforts from all the colleagues working in our stores, in our head office and our sales force in the field. I was impressed by the level of engagement, commitment and energy everyone provided. Now I am proud to say that the turnaround happened with a speed and a quality which surpassed my expectations.

eKapija: You spent few years working for Metro in Czech Republic and Slovakia. Has the experience of living and working in these Central European countries prepared you for Serbia?

- All in all, I have spent nearly 10 years outside of Italy. First in Spain, then in CZ/SK and since April 2013 here in Serbia. Metro C&C has been running an extremely successful business in Czech Republic and Slovakia for more than 15 years, thanks to a very sharp focus maintained over time on the needs of our key customer segments and the operational excellence established in our stores in the two countries. This experience proved that the more we care about our customers’ demands (in terms of assortment, prices, quality and services) and our employees’ engagement, the better are the financial results that Metro is able to deliver, despite the highly competitive retail markets and the relatively limited available income that we find in many countries in Central Eastern Europe. In Serbia we’re on a very good track to reach the same goal: outstanding financial performance as a result of uncompromised customer focus and satisfaction of our employees.

eKapija: If you were to bring someone a gift from Serbia, what would that be? What kind of message about our country this gift should convey?
- One of the best ways to get to know Serbia is through it`s delicious food. And as food and wine lover, I never miss the opportunity to introduce to my friends and family living abroad the superb wines, cheeses, kajmak, prsuta, rakija, and my favorite: ajvar! But what they will miss is the unique atmosphere of enjoying these foods during a Slava. For that, you have to be here and experience the profound sense of conviviality of Serbian people. It makes me feel at home.

eKapija: For years you have been outside your home country Italy on business, working in Spain, Czech Republic, Slovakia and now Serbia. Do you ever think about going back home or you intend to remain a globetrotter?

- There’s more that you gain than you miss when you’re living abroad. It’s an experience which opens the mind and strengthens the spirit. And, at the same time, it reinforces the love you have for your home country, your friends and family living there. Distance brings perspective and you learn to deeply appreciate many little moments you once gave for granted, like reading the newspaper while sipping a cappuccino on a Sunday morning in company of your best friends...

eKapija: How did your family adapt to living abroad?

- Actually my family is the most fortunate of the consequences of living abroad. I met my spouse Veronika in Prague and our daughter Stella was born there just a few months ago. Now we all live in Belgrade and Stella will grow up speaking at least 3 different languages and making friends with kids from different countries, cultures and backgrounds. This is a truly unique experience and it gives us the strength to face the difficulties that are also part of a life away from home.

eKapija: You graduated from the Faculty of Economics in Milan. Have you always wanted to be engaged in commerce?

- At the beginning the choice came more by exclusion of other fields that did not attract me in first place, like finance or banking, than by a genuine attraction to commerce. But once I entered into the food and wine business in Metro, I realized that it was the place where I wanted to be.

eKapija: You started your career by working at AC Nielsen. How come you’re now in the trade business and work for Metro?

- Metro was one of my key accounts at that time and I was doing some consulting work for the Buying department on several services provided by Nielsen. At the end of a successful project, I was asked if I was interested in joining Metro and, after the consulting work, see what the "real life" was all about. I took the challenge nearly 15 years ago and am still here, after many more challenges on the way…

eKapija: It will soon be the 15th anniversary of your work at Metro. When you look back, what experiences do you believe have marked your career at this company to date? What do you consider your greatest business success?

- On one side I have been lucky with finding mentors in Metro who have believed in me and have given me the opportunity to develop myself in different fields, countries and positions in these 15 years. On the other hand, I was given those chances to develop professionally because I delivered what I promised, sometimes exceeding the expectations, mainly thanks to the great teams I had the privilege to lead or work with in this period of time. The greatest success? The one ahead of me.

eKapija: What are the projects you are currently working the most on?

(Photo: metro.rs)

- If I have to pick one single key project in our organization today, which will shape our business for the years to come, it is Delivery. Metro is not only Cash & Carry anymore. We know that in order to become the leading Food wholesaler in Serbia, we have to reach out for our customers and deliver to their premises what they need to run their business, focusing on our areas of undisputed strength: wide assortment of fresh foods, competitive prices, outstanding quality and respect of safety standards. Service will be the key driver for success in the near future.

eKapija: How would you describe your life and business philosophy?

- Explore new territories, in business and in life, allow yourself to make mistakes, learn from them and don`t repeat.

eKapija: When you are done with all your work, how do you spend your leisure time? Do you prefer city tumult or spending time in nature?

- Nature is my refuge away from the hectic daily life in the city. In particular I love mountains, no matter how I experience them: cycling, hiking, skiing, climbing... It`s my power station to recharge the batteries and start over with a fresh and clean mind.

eKapija: Could you please tell us your less known skills and specialties, special talents, hobbies…?

- In sports, cycling is that I love the most. In the past I did a bit of competitive racing, now I enjoy easier strolls whenever I have a moment for it. Out of my interest in wines, I took a sommelier diploma a few years back in Italy, so that I could learn and enjoy even more that extraordinary product of our lands. So, the ideal weekend for me? Riding my bike in the Tuscan hills and stop for a glass of Brunello on the way!

eKapija: Multicultural business environments make even the knowledge of English sufficient for staying in a foreign country. However, have you had time to learn to speak Serbian?

- With English life is easy in Serbia. I`ve never had a problem with communication although I do not speak any Serbian, except the very basic expressions to order food and drinks in a restaurant. Maybe this is also the reason for not pushing myself harder to learn the language, although I love its sound, full of passion and energy. M.V.