Operating model design and implementation for major fashion retailer

Situation:

• Fashion retailer sought significant e-commerce growth and multi-channel strategy enhancement
• New organizational structures, processes, KPIs, and ways of working were needed to support growth and efficiency gains
• Aimed to design and implement a future-proof operating model for integrated online and offline channels

Actions:

• Constructed a new operating model aligning with strategic objectives and market realities
• Assessed current operating model for strengths, weaknesses, improvement opportunities
• Defined vision and design principles for the new model
• Designed organizational structure, key processes, governance mechanisms
• Validated and refined the model with stakeholders
• Detailed each department’s operating model including organizational charts, roles, responsibilities, interfaces
• Defined key business processes, decision rights, KPIs for each function
• Identified required skills, capabilities, technology enablers
• Oversaw the transformation from design to execution including stakeholder communication, social partner negotiations, alignment, and integration
• Monitored progress, provided status updates, managed corrective actions
• Collaborated with the client on go-live aspects: process redesign, budgeting, restructuring plan, works council negotiation, staffing, change management, new performance management system

Results:

• Agreed on a new operating model aligning with multi-channel strategy and growth objectives
• Achieved consensus on vision and design principles
• Created a blueprint for future organization, processes, and ways of working
• Transitioned over 4,000 employees into the new organization with minimal disruption
• Executed the implementation plan on time and within budget
• Realized efficiency gains through process optimization and organizational streamlining
• Partially reinvested savings in building digital commerce capabilities and technology enablers