Gene Commerce, an eCommerce agency, needed to restore profitable growth. The business was stagnating, with a net profit margin of 0%, and needed stronger commercial discipline, delivery control and leadership accountability.

I was brought in as COO to stabilise the agency and rebuild commercial and operational performance, establishing the leadership and delivery structure needed for sustainable growth.

I strengthened commercial and delivery controls, introduced Entrepreneurial Operating System (EOS) disciplines and established data-led performance management across leadership, delivery, product and engineering.

I aligned the leadership team, redefined company values and clarified accountability. I also built a new eCommerce operations division to expand the agency’s services and revenue opportunities.

Revenue increased by 40% and net profit margin rose from 0% to 20%.

The new eCommerce operations division created a £1m+ revenue stream, while NPS improved by 20 points through stronger delivery consistency and client confidence.

Clearer leadership accountability reduced operational dependency on the CEO, freeing up more time for strategic growth.

• Business transformation
• Commercial Strategy
• change management
• TOM (Target Operating Model)
• agile coach

• Process Effectiveness & Automation

• Business Services