Case study

Case Study

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Business challenge

Our client was encountering challenges in achieving scale efficiencies and integrating prior acquisitions.


A successful omnichannel retailer was challenged by their Board to maintain its top‑line growth trajectory while delivering a step‑change reduction in head office costs.

The leadership team were concerned key capabilities required to execute on challenging growth initiatives were missing in the organisation.


reduction in support office cost ratio to sales


cost alignment to benchmark


Ensure full alignment and ownership with the executive team to successfully deliver adjustments to the operating model and structure

Deliver strategic capability required to execute on ambitious organic and inorganic growth targets

Redesign the operating model and organisation to streamline cross‑company processes and clearer decision‑making accountabilities, to accelerate and lift quality of execution through:

  • Adjust resource allocation to reflect strategic priorities
  • Clear definition of the role of each shared service in supporting the operating units
  • Optimise reporting lines for scale and consistency versus accountability and responsiveness (centralise certain functions, dedicate resourcing in others)
  • Redesign key processes, accountabilities and ways of working to reflect changing business needs in the context of rapid growth

Key Takeaway

  • Complex operations that span multiple product and service lines require a nuanced operating model
  • Support functions must play a different role in each, in order to strike the right balance between specialised skills and responsiveness vs. consistency and scale
LeftConsumer Goods and Retail LeftOrganisational Effectiveness
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