Service area
Omnichannel operating model.
We have aligned stores and digital teams around customer journeys.
Our experience
How clients have engaged us.
- Defined channel roles and ownership of customer journeys across teams.
- Aligned assortment, stock availability, promotions and service policies.
- Designed decision rights and performance measures across stores and digital teams.
- Planned capabilities, staffing and the transition to the target operating model.
One journey, clear ownership.
- Decision rights for pricing, promotions, assortment and inventory.
- Responsibilities for collection, store-based fulfillment, returns and customer recovery.
- Performance measures that reflect total customer and channel economics.
- A transition plan covering roles, training, incentives and trading continuity.
Industry focus.
Related services.
Organization design
We have designed organizational structures, roles and decision rights around business needs.
E-commerce operations & fulfillment
We have redesigned retail fulfillment, returns and service costs.
AI-powered retail planning
We have redesigned retail planning with AI and new operating models.
