Retail Store & Team Consulting
A bad customer experience is like a rat running across your table at your favourite restaurant!
You're never going back.
Ready to Future Proof your Customer Experiences?
3 Packages, which one is right for you?
If you are brand new to retail and you launched your first store, congratulations!! Welcome to a fabulous world! Let's get you set up for success with our core LEARN package. You probably don't have an in-house trainer and I imagine you are wearing many hats..! We can take some of that weight from you.
You now have several retail stores, but you're concerned that as you grow, your brand standards, culture and service experience will become diluted. Your teams are ready for next level trainings; afterall, you want to retain that top talent and future proof your business.
You want to establish a strong service culture, underpinned by excellent service & sales mastery.
You have a full estate of stores. Perhaps your customer service model has been rewritten a few times. You've likely turned over managers and find yourself in a competitive, complex landscape. Ultimately you want to finally nail your modernised service proposition and ensure everyone in your company is on the same page.
So, how does this work?
Simple. You choose which package makes the most sense for your business.
We have an onboarding call to build out your bespoke strategy. We build your kick-off document (the who, the what, the when etc).
The initial contract is for 3 months at a fixed price.
You can then maintain these services at a superb retainer fee per month, from 1,997 plus VAT for as long as you wish.
Let's dive into retail consulting a little further...
Retail Consulting firms predominantly involve many rounds of meetings which lead to high costs for you and a partnership that mostly benefits the consultant (not the client)!
I've seen first hand how retail consulting plays out and to be honest, I'm not impressed. I'm here to serve retailers in *actually* moving the needle; not just talking about it.
It is time to put an end to drawn out, never-ending consultations and make way for a new style of retail consulting to future proof your retail business; today.
This is where The International Retail Academy comes in. This is where your no BS (but respectful) partner, Kayleigh comes in. Having walked the path of Retail Store Management, Area Management and Corporate functions, I have a holistic understanding of pretty much any function in a business.
Myself and my team will reveal, prescribe and coach on the solutions to your retail dilemma.
What some retail consulting firms will achieve in 12 months, we will achieve in 4 months, sometimes faster! It depends on where you are at and what goals you have.
Plodding along, asking irrelevant questions, drawing out discoveries etc is not our thing and wasting time is a big no from us - how is that going to serve you?
One of our core values is integrity and you'll see that we get to work on solutions with great pace and urgency; because your success is our success and together we go so much further!
Typically the success of a store or region comes down to 2 things. People or processes
We all know this and you certainly don't need a retail consultant to be on your payroll to understand that.
However, what you need to know is that Kayleigh has worked in, and seen it all, first-hand.
Would you rather work with a retail consultant who has walked the path inside of retail across a spectrum of roles in several countries or with a firm who have been in business for years but haven't been in retail for years..? Worse yet, they are more comfortable behind a desk than actually getting under the skin of matters inside your stores?
You see, the prescription requires knowledge of current affairs, knowledge of the real-world; and it's hard to get that when all you do is walk around in a stuffy suit all day and only go to a retail store for a brief period of time. You know the types, in and out of store faster than a microwave meal.
This approach will not get you results as fast as you need.
Our retail consulting services are to the point, succinct and driven out of sheer passion to raise the retail industry standards higher.
Kayleigh will work with you as an extension of your business because the Academy's mission is to inspire and grow retail.
Retail consulting is for you if
You want a store or a specific area to achieve better KPI's
You want them to achieve results you know they have done in the past!
You need the team to pick up the pace and raise standards
You want to improve your customer journey
You want the team to have more confidence and competence
Operating profit is in decline but closing the site(s) is not ideal
Team turnover is unusually high
Problems tend to come out of that store
Your own time is stretched and limited
You certainly don't have the bandwidth or resources within your team
You've tried a few things, but a short while later, the same issues come up
The last retail management consultant failed your expectations
This is where our retail consulting and coaching services come in
As a heart-centred, people person I am able to quickly get to the truth of the matter in a kind, yet direct way. It's a skill I've learnt over a career of 20+ years. Once I understand the landscape, together with the team, I can get to work on the solution.
I often require access all areas. In order for this partnership to yield the best outcomes, openness is required.
Retail Consulting Services are entirely bespoke to your needs and we have signed NDA's if required.
I do not apply plasters to the things that are going wrong - I apply surgery!
If you'd like something more fluffy, please employ a retail mangagement consultant who will tell you everything you'd like to hear; I will tell you what you need to hear - because this is the best kind of service that will ensure your brand growth and stability in the market.
You teams will be observed, I'll ask questions, I'll find out what motivates them and what causes them to work against policy or continually fail to meet your business standards.
I will unravel them at a deep-level to extract the core issue. Much of my work in retail management consulting is around unravelling mindset, getting to the core of why retail teams face difficulties. Our retail consulting is like detective work!
Most firms will spot on the surface details; but we uncover the underlaying details.
Why does this matter?
Well, your customer experience is only going to work when your people are activated to truly make that difference. Afterall, they are the ones advocating for your brand and they are the ones with all the influence when it comes to interacting with a customer.
Did you know that over 80% of customers would buy more if they simply felt retail staff cared about them?
The opportunity to stand out has never been so available!
Where most retail management consultants strive to simply consult and provide solutions, I have actually lived and seen it all, from all perspectives of the retail industry.
This is why my methods and techniques work. Real experience. Real value.
Head over to the case studies page to read about client experiences. These I'm very humbled and proud of and I hope to serve you soon!
You might be thinking...ok, we do need customer experience help. But now I'm thinking, can you also help in other areas of the business?
The answer is YES we absolutely can!
Other expertise include:
Store Visual Merchandising
Retail Location Strategy
Back of House Operations
Have you hired a retail consultant or management consultant in the past?
You've probably invested alot of money only to be told you need to initiate XYZ which could be a customer service programme or a new set of business routines or you need to change the leader. Then the consultant takes the fee and leaves you to execute the rest.
The process drops off and the same issues arise again.
This is lazy service!
Here at The International Retail Academy, we get stuck in, we talk with people, we develop solutions either WITH you or FOR you. Whatever it takes!
The International Retail Academy was born out of passion to retain and inspire talent in YOUR business.
The fact is - our founder Kayleigh cares enormously about the retail industry because it gave her a pathway to a fabulous career. Kayleigh believes anyone can grow and thrive in retail, no matter what your story or background is.
We understand that the root cause of any business issue is mostly down to the belief systems, mindset and motivations of the leaders - which is then trickled down to every single person in the business.
This is why the majority of our time is spent with your leadership team; especially when it comes to customer experience or anything that touches retail stores.
You could have the most robust operational procedures in your business, but they mean very little if the leader(s) are not shooting for that brand objective. That north star of 'what does great look like for us'
When you begin your retail management consulting with me, you'll be presented with options to up-level your teams and we will deliver on your individual needs.
The retail consulting services you embark on with The International Retail Academy are a real gamechanger from the bottom up. That's a total buzzword, I know...but check out the case studies, see for yourself.
Our aim is to empower and engage your teams to truly accelerate all facets of the business.
What to expect inside your retail consulting container
Deep-dive into team leadership. Who is doing what, what do they enjoy, what are their pain-points. I dig deep to find out why they are struggling/failing/not complying/have low motivation etc
Detailed assessment of store environment versus local demographic.
Everything that impacts the customer experience
From the entrance zone to the fitting rooms.
The daily team briefs to the end of shift routines.
I will assess how your teams are set-up for success at the start of each shift.
How often are they being updated, coached or trained throughout the week.
Where are the gaps?
I will find the gaps and get to work on filling them!
Global Business Strategy
"Not only does Kayleigh possess a wealth of retail experience with knowledge of the many roles that exist across the retail industry, she is also that 'one of a kind' person who can almost instantly identify your strengths / USP and outline a clear plan for you to showcase your talents whilst simultaneously giving you a huge injection of self belief and energy."
"I had previously learnt that management was all about tasking and trying to trying to reach targets.
I was in a cycle of trying and not really getting anywhere.
Kayleigh came as fresh eyes and so enthusiastic about helping me to unlock my potential and discover the gaps that I had.
We looked at my leadership style and then got to work together. I started to do uncomfortable things - which actually became really enjoyable as I could see my team really enjoying my leadership more. This boosted my confidence."
"Without a doubt it is rare that you come across an amazing and inspiring talent like Kayleigh.
From the first moment of contact it is refreshing to speak with someone who is passionate, motivated, engaged and invested in you.
Kayleighs' continued contact, words of advice and guidance showcase her great coaching and mentoring abilities earning my highest recommendation."
The Process in Accelerating your Retail Results
Your chosen store (or area) will enter into a 3 month retail consulting acceleration container and we provide detailed progress updates once per week, so you can be assured of positive progress.
Here is what the 3 month acceleration could look like for your business:
Full assessment of customer journey and experience
Competence and confidence of team - from the leader to the part time employee
Complete 360 review of all front and back of house operations
Marketing & VM
Entire review of all marketing moments and visual strategy - is it serving the local demographic
A Truly Bespoke Consulting Service To Accelerate Your Brand
Beyond the 3 month consulting container (if that's the service you choose)
I will check-in with you/your teams 2 weeks after the 12 week programme has ended. My mission is to embed meaningful change and inspire management to keep the wheels of change turning. Most Retail Management Consultants will complete their work and wave goodbye. This is a disservice to you, your people and your brand.
When you hire The International Retail Academy, you get so much more than consulting - your teams upgrade competencies, mindset and embrace change management. Our retail management consulting will transform even the most demotivated team members; this, we guarantee.
You will have the option of retaining us to support your long-term strategies.
Coaching retainers are highly recommended for at least a further 8 weeks - especially if the teams/stores require ongoing mindset and competency support as they walk through the growth path.
For full transparency, my day rate starts from £680, excluding VAT.
So it may be a case where we dedicate 2-4 days per month for you; spend time in key locations or hold group virtual trainings. The great thing is we can do this is whatever way feels good for you.
You've heard it takes 90 days to form a habit? It depends on where your people are right now.
Some teams will need more time than others. Great people get onboard straight away and have a real diciplined attitude; but let's be honest, they're bloody hard to find and even harder to keep..! I can help you here too.
One of the golden threads in my career is habit formation and discipline. I coach your teams on the importance of these coupled with personal success plans to get them moving into the best direction.
I will host check-ins with your teams throughout any retained days, and depending on the acceleration work I will tailor the method for the retainer. This could be us providing engaging team activities for the leaders to run, it could be creating daily motivational talks, it could also be stretching your leadership on standard implementations and operational excellence.
Take my 20+ years experience and tailor this to accelerate the impact of your people.
The retainer could be working shoulder to shoulder with your store every Monday for 3 months, or it could be me working exclusively with your leadership team at your office 2 days a month.
It really is a bespoke retail consulting experience flexible to your needs.
To give you an example. Rituals brought me onboard initially for 4 months. They wanted me to deep-dive into their global retail customer service offering through a discovery, report and ideation. Upon presenting the findings to the Directors and C-Suite, including the CEO we agreed to extend my coaching and change management support for 2 days per week over the next 2 months.
You see, I tailor my offer to suit YOUR needs. I never push my own agenda or 'string things out' longer than needed. I work with precision and I work fast, always with a huge smile...because I LOVE what I do!
Ultimately, I partner with you, as an extension of your business mission.
I champion, facilitate and enable your store/area/teams to align fast and with purpose, passion and above all, the powerful belief and confidence to actually execute and grow the business!
Are you going through major change in your business?
Do you have a change management plan in place?
With our retail consulting firm, we can walk you through this and create robust plans to ease the transition, carefully on-boarding key stakeholders and end-users of your initiative.
Kayleigh uses the ADKAR model of change and has successfully rolled out change to groups from1,800 employees to +10,000 in complex retail landscapes.
If you need support, click the book your call button below for a relaxed chat.
Book Kayleigh & our team of experts for daily Retail Coaching
Perhaps you have a store that needs continued support once or twice per month. You see this location as somewhere that can perform better, but you don't have resources readily available.
Kayleigh offers daily shoulder to shoulder retail coaching with your store leaders, this is charged from £680 per day plus travel expenses.
Fantastic support pre peak trade, throughout change management periods or during moments of team changes
If you would like to discuss your needs, please click the button below to book a call.
Service currently available in The Netherlands, UK, Ireland.
As an industry leading retail management consultant, you can be sure that Kayleigh will walk with you until your goals and objectives are realised.
To Summarise - phew, that was alot!
Not your standard retail consultant! If you want an egotistical, jargon hothead, who seems to know it all but cannot influence any change or gain the commitments required from store teams, then I can recommend a few places. Ufff, those businesses are so outdated - I'm thinking of offering a coaching service to consultants who want to modernise their approach!
Anyway, let's get back to you!
If you want someone who 'gets people' more specifically, Gen X, Millennials and Gen Z, someone grounded but extremely proven in retail leadership and someone who actually cares about your results, then look no further.
Choosing to partner with Kayleigh through retail consulting services really tools up your team for huge success. This is an ideal solution if you need to see improvements but just don't have internal resource to deliver this.
Kayleigh is an experienced Retail Management Consultant and has successfully impacted the lives of people from store doors to corporate floors.
Hit the ENQUIRE NOW button below and lets get some dates in the calendar.
We are not generalists, we are specialists, in all things retail and people.
Our retail consulting services will bring you clarity across the board to add more revenue into your business.
Our 12 week consulting acceleration includes:
I will shop all areas of the store, and walk 'in the customer shoes' enquiring with several team members about products and offers. My commercial assessment is made up of all core retail functions - visual merchandising, operations including the back of house, people and in-store marketing execution. This information forms the segway into building out your specific needs at that location/area. I record a detailed video of my first weeks experience, which you can share internally with the people who need to know the reality of the matter. The stakeholders who will take radical action in supporting that location. I create a kick-off document with core areas to consult and coach on.
Deep-diving into all of your core pillars of the store with a core focus on people. During this time, I'd ask for access all areas; back of house, communication boards, digital communication, daily routines. I need this to really get under the skin of the challenges and more importantly, extract from the management their perspectives and feelings about current challenges or pain-points
Planning for success. Kayleigh will design relevant coaching and training, then, with your approval, get to work on executing!
Competence skill training and confidence creation through coaching either in-person or remote over private Zoom calls. Depending on the needs of your store/area, this could be a workshop, daily coaching or in-depth discovery report including stakeholder interviews, survey and more
You will have access to me through phone or email throughout the acceleration container! I want to work in collaboration with you BUT you wouldn't be here if you didn't need the service - I am your provider, your partner, and I'm looking forward to supporting you in achieving greater things in your retail stores!
Customer Experience or General Retail Consulting?
If you would like to discuss something more bespoke or have me present in your stores more often, I can tailor a retail coaching package for you.
What are you waiting for? Let's do this and move forward!
WARNING: Our Retail Consulting Services will result in more sales, highly engaged teams and happier customers!