At Lush, two separate departments with very different microcultures had been merged to form a new digital customer care team. On paper they were “one team”; in reality they were under-resourced, overrun with emails and calls, and still acting like two separate groups. They were working out of a shared Gmail inbox, with no proper...
Automated 60% of enquiries, hit 4.8 Trustpilot & unlocked ~£300k in shipping savings
At a global e-commerce retailer, the customer operation was heavily reliant on temporary staff during peak periods, which was expensive and slow due to time-to-competence. As a global brand with a large customer base in Germany, communication was also clunky – agents were manually copying and pasting into Google Translate to respond. The company had...
Berry Bros. and Rudd: Creating Momentum Early in a Strategic Programme
Berry Bros. & Rudd—one of the UK’s oldest and most respected wine merchants—had just kicked off a major e-commerce and CRM transformation programme, integral to their 5-year growth strategy to double EBITDA to £18m. I was brought in as Delivery Director at the early inception stage to provide leadership across delivery assurance, stakeholder alignment, and...
Panda Retail – Business Transformation Programme
Panda Retail, part of the Savola Group, was embarking on a large-scale $150-million business transformation. They needed to migrate their on-premise merchandise operations into a modern multi-cloud architecture spanning supply chain fulfilment, planning and forecasting, store operations, and a new data and analytics ecosystem using Oracle, Relex, JDA, AWS and Azure.
Waitrose – Business Transformation Programme
Waitrose transformation programme had stalled, the incumbent transformation part, who lead the programme from inception to up the first transition phase had loss the confidence of the client. The programme was over budget and gone way past its original timeframe. Capgemini had already been awarded the operations support contract and through this initial engagement won...
Improving European-wide consumer electronics goods end-to-end supply chain daily deployments – using advanced planning scheduling
PHILIPS Consumer Electronic required an experience advanced planning & scheduling (APS) business solutions consultant in Eindhoven, Netherlands. In particular, expertise was required in supply chain planning and scheduling within the European Programme (Solution Competence centre FILOCITY). The FILOCITY programme was recognised with the implementation depth and breadth winner award at the i2 Technologies User Group...
New Operating Model Solution Architecture – FTSE100 electronics & electricals retailer – cost efficiency during financial challenges
He provided solution architecture services for the change programme to achieve a New Operating Model (NOM) for Dixons Stores Group International (DSGi). The assignment was integral to translating business requirements and strategies into functional solution requirements for supply chain improvements. DSGi implemented significant changes to its supply chain and distribution network, aiming to enhance operational...
Retail Strategy & Enterprise Architecture change for Mobile Phone & Telecommunication company.
As an associate consultant working for CVL Retail Management Consultants, he provided services as a Strategy Consultant & Enterprise Architect for O2 Telefonica. The assignment focused on addressing the need to scale O2’s current systems strategy to meet the increasing demands of their stores and multi-channel retail strategy. O2 Telefónica UK was at a...
European retail expansion architecture strategy review for an “out of season/end of lines” fashion brands re-merchandiser
He was an associate consultant for CVL Retail Management Consultants, and led a small team of consultants to undertake an assignment to review and add to IT/IS architecture strategy. The client was TK Maxx, a European retailer of “out of season/end of lines” fashion merchandise brands who was expanding into other countries than UK and...
High level strategic planning of a UK supermarkets general merchandising multi-channel strategy – Take It Home Today!
He was an associate consultant for CVL Retail Management Consultants, and served as the Lead Retail Consultant on an assignment for ASDA plc (Supermarkets) The project focused on developing a new concept proposition called “ASDA INSTANT” to extend ASDA’s multi-channel retailing capabilities and to drive more sales through small and medium supermarket stores where linear...
