E-commerce Insourcing & Omnichannel Operating Model

End-to-end programme and change management for a global luxury fashion group, driving e-commerce insourcing (from different ESPs) across four brands as part of a broader digital and omnichannel operating model transformation, enabling end-to-end business control, integrated stock management and omnichannel services globally.

Services

Support

Execution & Program management
Change management

Goal

Transform the digital and omnichannel operating model across four brands, bringing e-commerce operations in-house to enable integrated omnichannel stock management, end-to-end control of operations and seamless customer experience and services across Europe, the Americas and Asia.

Approach

Led end-to-end PMO and change management, coordinating business, IT and operational workstreams, internal functions and external partners. Oversaw Salesforce Commerce Cloud replatforming, Manhattan OMS implementation, logistics transformation, omnichannel stock integration, testing and phased rollouts across brands and regions.

Results

Successfully brought e-commerce operations in-house, enabling integrated omnichannel stock management and services across international markets. Established a scalable operating model, stronger end-to-end business control and the foundations for continued omnichannel expansion.

E-commerce Insourcing & Omnichannel Operating Model Transformation | PMO & Change Management

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