Commerce Leader Unifies Online and Offline Experience
Retail Chain Scales with Omnichannel Commerce Head
Challenge
Traditional retail chain with 200+ stores needed to integrate e-commerce and physical retail for seamless customer experience.
Approach
Approach
We sought leaders with deep omnichannel retail experience, focusing on candidates who had successfully integrated digital and physical retail operations.
- Evaluated track records in retail technology implementation
- Assessed customer experience design capabilities
- Tested understanding of supply chain and inventory optimization
The selected leader brought experience from transforming two major retail chains, with expertise in both customer-facing technology and backend operations.
Omnichannel Integration
The placement delivered seamless shopping experiences:
- Unified Inventory: Real-time visibility across all channels and locations
- Click & Collect: Same-day pickup options driving foot traffic
- Mobile App: Personalized shopping with location-based offers
- Customer Data Platform: 360-degree view of customer journey
The integration required coordinating across IT, supply chain, store operations, and marketing teams - leveraging the leader’s cross-functional expertise.
Digital-Physical Synergy
Key innovations that unified the customer experience:
- Virtual Try-On: AR technology for fashion and home goods
- Store Associates as Personal Shoppers: Digital tools for enhanced service
- Dynamic Pricing: Real-time optimization across channels
- Social Commerce: Instagram and WhatsApp shopping integration
The commerce head’s retail background ensured technology implementations enhanced rather than replaced the human touch that customers valued.
Results
"Our commerce head has created a truly unified shopping experience. Customers now see us as one brand, whether they shop online or in-store."
CEO, Retail Chain