Second in Command Podcast Ep. 510:

Andrew Rickett — The COO Powering a New Era of Innovation in the Automotive World

Host: Cameron Herold
Guest: Andrew Rickett, COO of Carmo
Date: September 16, 2025
Length: ~45 minutes

Episode Overview

This episode features Andrew Rickett, Chief Operating Officer of Carmo, Australia’s largest car subscription provider, as he discusses his transition from CEO of Motopool (acquired by Carmo) to COO, the evolution of the car subscription industry, integrating companies post-acquisition, and driving innovation in automotive tech. Cameron and Andrew also explore leadership insights, team dynamics, and advice for emerging leaders—all with an open, candid tone.

Main Discussion Themes and Key Insights

1. The Carmo Model: Redefining Car Ownership in Australia

• What is Car Subscription?

  • A flexible alternative to buying or leasing: pay one monthly fee covering everything but fuel and tolls.
  • Includes insurance, registration, maintenance, roadside assistance.
  • Offers easy switching between vehicles as life needs change (e.g., from hatchback to SUV).
  • “It’s a smarter, more flexible way to get access to a car instead of buying traditional models…”
    — Andrew [05:16]

• Market Position and Expansion Prospects

  • Currently focused in Australia with future aspirations for international expansion.
  • 65–70% B2C; growing B2B segment for scalable opportunities.
  • Multiple brand strategies maintained post-acquisition due to distinct customer segments.

2. Strategic Growth and Tech Investment

• Significant Financing for Fleet and Tech

  • $140M+ in debt facilities from VW and Toyota Financial Services to scale fleet.
  • Proprietary tech stack built from scratch for seamless customer experience.
  • “We can build to the future…we’ve invested heavily in our own proprietary tech system and stack because we can build to the future.”
    — Andrew [11:19]

• AI and Automation

  • Early adoption of AI for operational efficiencies—e.g., self-service vehicle servicing via the app.
  • AI frees up staff for higher-value tasks by minimizing routine admin.

3. Leadership Lessons from an Acquisition Journey

• Merging Companies: Emotional and Operational Experience

  • Transparent, ego-free approach with Carmo’s executive team enabled rapid alignment and cultural blending.
  • “There was no egos on the exec. So we have a lot of open, candid conversations and we're very much aligned.”
    — Andrew [15:04]
  • Communication initially strong but dipped during integration—now corrected with regular company-wide town halls for alignment.

• Retaining Talent and Brand Differentiation

  • No redundancies; both Motor Pool and Carmo teams retained and grown.
  • Brands maintained independently due to unique customer bases and minimal lead duplication.
    “Two very different things…we continue to grow nicely with both of the brands in tandem, even though we're under the same one roof.”
    — Andrew [25:21]

4. COO vs. CEO: Insights from Both Seats

• Perspective Shift

  • COO is fundamentally “more granular day-to-day…across multiple functions,” compared to CEO’s broader, higher-level focus.
  • “I think the biggest one is…you don't necessarily have the whip hand to make all decisions… I've got a remit of areas of responsibility…”
    — Andrew [27:23]
  • Greater attention to detail and more hands-on involvement required in COO position.

• Delegation and Team Autonomy

  • Recruitment of strong, autonomous teams is vital.
  • “Let them make decisions for their areas because they know their areas better than me…it's really about surrounding yourself with good people.”
    — Andrew [31:07]

5. Innovation and the Future

• Technology as a Core Differentiator

  • Custom-built tech stack for customer self-service, low-touch experience.
  • AI’s role in scaling customer service, operational efficiency.
  • Carmo engages with 25+ car brands, responding to consumer desire for choice and flexibility.

• Impact of Autonomous Vehicles and Technology Evolution

  • Anticipates integrating autonomous vehicles as the industry matures—positions Carmo as future-ready.

6. Recruiting and Scaling a Team

• Talent Acquisition in a Challenging Market
  • Automotive not seen as “sexy,” but Carmo’s innovation attracts talent.
  • Most new hires via networks rather than ads; strong value proposition in new business model.

7. Leadership Advice for Emerging Leaders

• Andrew’s Advice for 21-Year-Old Self
  • Don’t fixate on a perfect plan; say “yes” to opportunities for broader learning.
  • Be present in meetings and ask smart questions.
  • “Just ask questions, but make sure you listen before you ask the questions. Don't just ask any question for the sake of asking it.”
    — Andrew [43:10]

Memorable Quotes & Moments (with Timestamps)

• On Post-Acquisition Team Integration:

  • "We spent a good chunk of time with Nick and the Karmo exec team…mapping out how it was going to look from a personnel perspective…There was no people that were going to lose their jobs." [19:42]

• On Communication Pitfalls:

  • "We started off really well with regular communication…then as we started getting busier…comms kind of dropped away a bit. On reflection, we would have been more disciplined…" [21:57]

• On Building Tech from Zero:

  • "We've built it from scratch… what does a customer journey really, what would they like to look at?…making it low touch, easy to use, hassle free…" [32:07]

• On Embracing Future Change:

  • “…Autonomous vehicles is going to play a bigger part of the landscape for sure.” [12:01]

• On Leadership Growth:

  • "Say yes to pretty much anything that you're asked…It just builds a breadth of understanding and knowledge…" [42:34]

Key Segment Timestamps

• [04:14] — Vehicle ownership: Carmo’s subscription model explained
• [10:04] — Raising and applying $140M to accelerate vehicle acquisition
• [12:22] — Andrew’s transition from CEO (Motopool) to COO (Carmo)
• [15:04] — Building trust and alignment post-acquisition
• [21:57] — Reflections: What worked and what could have gone better during integration
• [25:21] — Brand strategy: Why maintain Motopool and Carmo as separate brands
• [27:23] — Day-to-day: CEO vs. COO
• [31:07] — Delegation, autonomy, and building a great team
• [32:07] — The Carmo tech stack: Building for flexibility, scale, and AI
• [35:10] — Use cases for AI, both operationally and for staff wellbeing
• [42:34] — Andrew’s best advice for young leaders

Tone & Takeaways

Candid, practical, and collaborative—Andrew demonstrates a transparent, people-centered leadership approach. The episode is rich with operational wisdom: how to manage post-acquisition change, the necessity of disciplined communication, and the importance of building a purpose-driven team. Carmo's example illustrates agility in a rapidly changing automotive landscape and the power of leveraging technology and strong leadership to drive sustainable growth.

For more episodes and resources, visit COOAlliance.com.