challenge .01
How will we grow profitably?
Operations Overhaul
opportunity
Revamped an established luxury retailer’s infrastructure to ensure operational excellence and achieve profitable growth.
Approach
Total Reset
Legacy infrastructure and an outdated supply chain required a coordinated long-term effort across the organization. Met the challenge with comprehensive departmental plans and the creation of a Project Management Office to support long-range business goals. Developed a 3-year IT strategy to replace or upgrade key systems. Reset sourcing by relocating offshore offices and focusing on strategic vendor partners. Led the development and construction of a state-of-the-art distribution center and created an internal customer-care center while also transitioning the e-commerce platform in-house to deliver exceptional customer service.
impact
Delivered the highest EBITDA in company’s 30-year history (11% above 5-year average)
Reduced cost per unit by 15% while increasing distribution center productivity by 220%
Realized a 300% improvement in Customer Service levels and 87% reduction in contact abandon rate
Opened the product pipeline to improve quality and improve on-time performance
Achieved recognition as a top customer care provider among 150 leading retailers
challenge .02
How will we become “customer first”?
Optimizing Supply Chain and Customer Care
opportunity
Introduced a new sourcing function for this ecommerce brand to realize supply-chain efficiency and revamped customer care to reverse stagnated growth.
Approach
Customer First
An assessment determined that outdated sourcing and customer service models were keeping this established brand from meeting its growth potential. Worked with leadership to build a cross-functional Concept-to-Market process laying the foundation for seamless communication. Created a dedicated sourcing function, filling gaps in supply chain and quality. Relocated call center to reduce operating cost, improve culture and workspace, and create a runway for growth. Introduced Customer Care Summits, sales training and performance-based incentives to recalibrate talent and focus on clienteling, markedly improving the customer experience.
impact
Delivered multi-million dollar savings through vendor rationalization, product calibration, and cost negotiation
Generated significant upside revenue based on sales training
Reduced call center operating costs by 50% and created ability to scale
CHALLENGE .03
How will we seize market opportunity when “business as usual” no longer works?
Implementing Operational Best Practices
opportunity
Modernized the core practices, processes, infrastructure, long-range planning and metrics of Russia’s largest retailer putting it on the path toward doubling revenue and expanding internationally.
Approach
One of the Team
Though well established, this retailer needed a fully embedded approach. Guided the leadership team through a complete cycle of the Concept to Market process. Optimized performance with coaching, mentoring and support. Collaborated to create a long-range plan that articulated the CEO’s vision, aligned the executive team and streamlined operations. Developed and implemented Total Business and Product Execution processes in addition to Concept to Consumer.
impact
Established 3-year long range plan for revenue growth and business expansion
Improved on-time product delivery from 66% to 80% within first cycle of process improvements
Delivered company’s first-ever seasonal view of product and marketing
Created sourcing efficiencies thanks to a 90% adoption rate of raw material concepts
Challenge .04
How will we align all stakeholders around the founder’s vision?
Translating Vision into Growth Strategy
opportunity
Articulated the CEO’s vision of growth for this luxury cosmetics brand to gain alignment with all stakeholders, including investors, while ensuring the integrity of the brand and positioning.
Approach
Coaching to Success
This CEO sought to unlock her vision and define success. Conducted workshops with CEO to articulate vision. Translated CEO vision into an effective business presentation to drive investor alignment. Coached CEO on strengthening her leadership position and navigating investor environment. Assessed the competitive landscape to drive brand-centric innovation. Matched CEO with retail advisor to provide expertise on business challenges and opportunities.
Modeled a three-year plan to focus conversation and vision around product and channel.
impact
Employed Thought Partnership to focus CEO on her strengths and clarify expectations around executive team members
Identified foundational needs, including organizational structure, to achieve growth targets
Developed a high-level roadmap for product and wholesale opportunities
Challenge .05
How will we secure capital we need to scale?
Top-to-Bottom Support for a Women-Owned Business
opportunity
Facilitated this women-owned business’s goal to expand within the US and Canada and grow annual revenue 10x in 5 years.
Approach
Plan to Grow
An integrated diagnostic through interviews with founders revealed growth opportunities and resource gaps. Defined success by articulating the long-term vision for financial and foundational growth. Connected CEO with industry leaders to provide expertise on Marketing and Legal challenges. Provided templates for financial model, retail process, and business governance. Provided executive coaching for the investor presentation.
impact
Created a 5-year operating plan to deliver on business goals
Developed CEO presentation for investor with a goal of obtaining capital for expansion
Defined retail strategy across boutiques, wholesale partners and pop-ups
Identified talent expansion needs in order of priority to support business growth