TSG UK is pleased to announce the appointment of Stuart Rickman as Business Development Manager for Retail and Systems. Stuart joined the business in May 2026, bringing more than 30 years of experience in field service operations and service delivery across the retail, convenience and fuel sectors.
Throughout his career, Stuart has developed a deep understanding of the operational challenges faced by multi-site operators, with a strong focus on performance, efficiency and customer satisfaction.
“The biggest change I’ve seen is in how we interact with customers,” Stuart explains. “In the early days, loyalty was as simple as a paper card. Now, everything is data-driven. Retailers can understand buying habits, personalise offers and create a much better experience. Customers feel valued, and that builds loyalty in a completely different way.”
Service built on trust and responsiveness
For Stuart, effective service delivery is built on consistency, communication and a clear understanding of customer expectations.
“Resolving challenges is what motivates me,” he says. “You never know what’s going to happen on any given day, but it’s how quickly and professionally you respond that makes the difference. If you resolve issues well, customers stay with you and trust you.”
That trust is reinforced through regular engagement and strong relationships.
“It’s important to stay close to customers,” Stuart adds. “Regular contact makes a big difference. They need to know they can rely on you, and that you understand their business.”
He also places strong emphasis on teamwork within TSG, recognising the importance of cross-department collaboration.
“You have to bring people with you,” he says. “Involve the team, listen to their ideas and work together. It strengthens performance, encourages development and helps deliver a better service for the customer.”
Delivering consistent performance
In a modern forecourt environment, Stuart believes successful service delivery comes down to clarity, consistency and reliability.
“It starts with understanding what the customer is trying to achieve,” he explains. “Then it’s about delivering what you promise. Don’t overcommit. Be realistic and make sure you follow through.”
He is also clear that maintaining high standards is essential.
“It’s not enough to be good once,” Stuart says. “Consistency is key. Customers expect the same level of service every time, and if you don’t deliver, they will look elsewhere.”
For Stuart, service delivery is directly linked to long-term business performance.
“You have to treat every issue as important,” he adds. “What might seem small to us could be critical to the customer. It’s about understanding that and responding accordingly.”
Using data to drive improvement
With extensive experience managing large-scale operations, Stuart recognises the importance of data in driving performance.
“Data is vital,” he says. “It gives you visibility of what’s happening across sites and helps you make informed decisions. You can see trends, identify inefficiencies and understand where improvements are needed.”
This insight extends across both service delivery and retail performance.
“Retailers are sitting on a huge amount of information,” Stuart explains. “It can help them manage stock more effectively, plan for seasonal demand and improve overall efficiency. But you have to use it properly. If you don’t, you’re making decisions without the full picture.”
For multi-site operations, this visibility becomes even more critical.
“It’s about understanding the scale of the operation,” he adds. “Looking at site density, engineer availability and service levels, then constantly asking, what can we do better?”
A shared focus on customer success
Stuart sees TSG’s reputation and breadth of expertise as a strong foundation to build upon.
“TSG has a great reputation in the industry, and for good reason,” he says. “There is a real understanding of customer needs and a commitment to delivering the right solutions. That’s something I’m looking forward to building on.”
His priority is to strengthen relationships with customers while helping them fully understand the value of TSG’s offering, drawing on his operational experience to identify the right solutions for each site and support long-term business growth.
“A big part of my role is getting out to sites, meeting customers and showing them what we can do,” Stuart explains. “There is a wide range of services available, and sometimes customers aren’t aware of everything we can offer. By working closely with them, we can help them get more from their business.”
Backing the appointment
Simon Burnett, Head of Sales for Retail and Systems, commented:
“Stuart brings a huge amount of operational experience and a clear focus on service delivery,” Simon said. “His understanding of large-scale operations and customer challenges allows him to identify the right solutions for each site and support customers in driving their business forward. He will play an important role in strengthening our sales offering and supporting customers across both forecourt and fleet.”
Looking ahead
For Stuart, success in his new role is built on understanding, engagement and continuous improvement.
“My priority is to learn everything I can about TSG’s services and solutions,” he says. “From there, it’s about meeting customers, building strong relationships and helping them overcome the challenges they face.”
He is also focused on identifying new opportunities for customers.
“If we can help customers improve their business, that’s a success for everyone,” he explains. “It’s about finding ways to add value and support their long-term growth.”
Beyond the role, looking ahead
Outside work, Stuart enjoys spending time with his wife Terrie-Anne and their two children, Isobelle and James. A passionate Southampton supporter, he is a regular follower of the club and rarely misses a match.
He also volunteers with a local Scout group, working with young people aged 14 to 18.
“It’s about getting them away from screens and helping them develop real-life skills,” he says. “Seeing their confidence grow is incredibly rewarding.”
With a strong focus on performance, teamwork and customer relationships, Stuart will play a key role in helping customers identify the right solutions while supporting TSG’s ambition to deliver consistent, high-quality service across its growing network.
