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Her impressive knowledge of the retail industry has helped ensure we have future proofed our Selling Ceremony whilst protecting what is precious to us as a brand. What is even more impressive is how quickly she was able to identify solutions and actions. Thank you Kayleigh.

Anyone who is lucky enough to work closely with her is blown away by the quality of her work and observations. I wouldn't hesitate to work with her again and strongly recommend her to anyone thinking of it. You won't regret it!

Retail Head of Learning & Development, Rituals

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Retail Case Studies 

When a client comes to me with their need, I take the time to really understand:

 

  • Scope

  • Timeframe

  • Objectives

  • Resources  

 

I have worked as part of a wider group on collaborative projects at PVH and worked alone for a number of months producing programs, manuals, workshops, CX experiences and more.

I prefer to work with brands who have a meaningful cause and who truly CARE about their people.

If that is you, I would be so happy to chat and learn more about your needs!

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Selling Ceremony: Customer Experience. Rituals

Rituals were following a 17 step selling ceremony at their 1,000 global stores. My mission was to complete a discovery (8 weeks) to uncover the blockages and opportunities. This involved store visits, lots of conversations and surveys. Following a successful presentation to the Board, and approval from the CEO, I moved into ideation right away. 

Partnering with Senior Management, we designed a brand new service model (name is to be announced by CEO in February 2023, I am bound by silence on this one...)!

The new selling ceremony is reduced to 4 steps and the way in which training is delivered will be completely via videos - which, the brand asked me to star in some of them. Modules included "The Art of Influencing" and "The power of body language" including my infamous Yes-Set method.

The results: reduced training time (meaning more time on the shopfloor), increased NPS is anticipated due to the very natural foundations created and increased KPI's such as conversion and ATV are expected. I also created a full change management plan with a clear hypercare phasing schedule.

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Empowering Store Teams: Communications. Tommy Hilfiger

Tommy Hilfiger retail landscape is vast and complex. As the markets became decentralised the brand needed to understand the communication landscape as communications were lost, scattered and inconsistent.

 

I joined this project as it reached the end of a 7 month discovery phase. My role was to investigate if we should BUILD a solution (internally with product team) or BUY a saas solution. After working closely with stakeholders, I co-presented the options to Directors & Vice President, OMNI with a firm line around the need for fast implementation; to empower the store teams asap. It was therefore decided to buy a solution (StorIQ). Partnering with the supplier, I progressed to project managing the onboarding, roll out plans and change management.

Results; initial launch markets have now consolidated communications onto this platform. Store teams are no longer using multiple places of work such as intranet, whatsapp, outlook, visual tooling etc. Running a TH store, no matter where you are in the world is now remarkably easier and efficient. 

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Leadership: Personal Branding in Retail. GAP

GAP came to me wanting personal branding workshops to help empower and inspire their retail teams of 200+ Store Managers. They felt that for too long, the culture had become a little stagnant and innovation from the store teams was perhaps stifled. They needed a fresh energy and perspective.

Designing 3 bespoke workshops, including activities, learning interventions and workbooks the sessions landed really well with Management and enabled Store leaders to step into their space of influence and become the leaders they truly wanted (& deserved) to be.

Resulting in better ENPS, engaged workforce, clarity around 'how to authentically show up' whilst upholding brand values  

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