Magnet Kitchens

Leadership DevelopmentNationalSales SkillsCustomer Experience

A market-leading service model. Built from the inside out. Rolled out with real impact.

For over 100 years, Magnet have delivered exceptional kitchens rooted in their brand purpose: Better By Design. When they were ready to create something that would transform the customer experience across every store in the country, they brought Oomph in as a true partner.

Over 18 months, we helped shape, build and embed The Magnet Experience — a brand-new, end-to-end service model designed to deliver a consistent, brilliant customer experience at every touchpoint.

What we delivered

An 18-month partnership to create, launch and embed The Magnet Experience
Helped design a consistent 8-stage customer journey
Built around customer insight and top performer behaviours at every stage
Developed learning materials for national rollout and internal delivery
Supported leaders to embed change using Clarity4D Leadership Profile.

What the Oomph team did

We immersed ourselves fully in the business and working cross-functionally with stakeholders. This meant spending real time with Kitchen Designers and identifying the mindset and behaviours behind their very best performers.

From that insight, we built something that could actually stick.

This bespoke work included:
Working cross-functionally with stakeholders across the business to shape the vision
Spending time with Kitchen Designers to understand the mindset and behaviours of their top performers
Creating a clear 8-stage blueprint that brought together:
- the mindset and behaviours needed to succeed
- the method at each step
- customer insight (what customers want and need at each stage)
Designing and building the learning content and workshop experience for colleagues
Delivering Train-the-Trainer sessions to enable national rollout
Creating learning content that could be weaved into induction and onboarding for long-term consistency
Running Leading Change workshops for Store Managers and Regional Leaders using Clarity4D leadership profiles to support adoption and sustained behaviour change.

How it went

In a nutshell
We brought to life a market-leading, end-to-end service model
Colleagues were equipped to deliver consistent behaviours on the shop floor
Leaders felt supported to embed the experience locally in every store
Teams had increased confidence, clarity and capability to drive real behavioural change.

What they said

“I had the absolute pleasure of working with Kerry, during the creation and rollout of the Magnet Experience – our brand-new, end-to-end, fully integrated service model. Kerry was instrumental in bringing this vision to life.

From day one, Kerry demonstrated exceptional stakeholder management at every level of the business. She quickly developed strong relationships, challenged our internal thinking, and wasn’t afraid to question the status quo to ensure we landed the right outcome. Her tenacity, curiosity, and roll-your-sleeves-up approach meant she not only shaped the strategic direction but also supported every detail of delivery.

Kerry delivered Clarity4D sessions with the entire store leadership teams, creating the foundation for them to confidently lead change within their own teams. The feedback from store managers was overwhelmingly positive-many described it as the best training they had ever received at Magnet. It gave them the confidence, clarity, and capability to drive real behavioural change on the shop floor.

Her ability to work cross-functionally, align diverse stakeholders, and maintain momentum made a huge difference to the success of the programme. The result is a market-leading service model, a team of colleagues confident in asking the right questions, and a noticeable uplift in conversion.

Kerry is a superb L&D professional and a true partner in driving organisational change. I wouldn’t hesitate to recommend her and look forward to working with Kerry again in the future.”