Keeping a National Luxury Retail Company Ahead of the Curve
To grow market share and adapt for long-term success in the digital age, a luxury fashion retailer recognized a business-critical need for significant organizational and retail process improvements. Growth in online business was directly affecting traffic levels in brick and mortar stores, while customers were utilizing mobile technology and looking for more personalized service both in stores and online.
With an increasing dependence on data analytics, the retailer wanted to adapt to new trends to continue to attract customers. The retailer enlisted Sendero to redesign and execute changes to adapt to these industry trends and reallocate capital for strategic investments.
Sendero mapped out an extensive organizational change management redesign across the client’s retail business process that included executive stakeholder and employee communications, as well as a tactical logistics plan to guide change activities. In parallel, our team partnered with the most heavily affected groups – Finance and Marketing – to provide best practices to shape the future-state organization. We also collaborated closely with senior leadership across departments, to create custom change messages for each group. As part of the change management plan, our team delivered:
- A summary of more than 150 process changes across the organization, along with a change impact analysis and heat map visualization
- Presentations for individual event team meetings, executive talking points, communication plans and content, and FAQ documents to equip management with answers to key questions regarding the changes
- Standardized organizational charts for all business units including Finance, Marketing, Human Resources, and IT that documented current and future state and highlighted areas of impact
- Tailored 30-, 60-, and 90-day implementation plans
Our work empowered the retailer to implement and support its new processes. The retailer extended our consulting engagement and retained the Sendero team to meet with department heads to identify and document process change opportunities, following the organizational redesign.
Our team developed a framework, tools, and templates that the client’s executive leadership continues to leverage as platforms for future growth, minimizing risks and issues in a tumultuous business environment, and providing a clear path forward.