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Our client was a family-owned, UK-wide, luxury retail business. Increasing online competition was causing a decline in footfall and lower profits. Our goal was to improve efficiency in core functions and eliminate outdated paper-based processes.

We co-created a new operating model and implementation plan with the business leaders. We developed new processes for operations and worked with the store and buying directors to further define how each of these would work in reality. We identified all the new ways of working, policy and system changes.

The business had a new, more efficient operating model and readiness to implement. The executive team was aligned and had a solid plan for managing all the changes to operations, systems and staff. By managing the risks of moving to a new central functional delivery structure before ‘peak’, we ensured that the new structure landed without significant impact to Christmas trading.

Summary of work

  • Retail strategy
  • Operating model design
  • Business readiness
  • Programme management