5th Avenue flagship store transformation

Drive record traffic, sales, and brand affinity in the renovated 5th Avenue flagship store.

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Architectural Digest, 2020

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My Role

As business and IT owner, I was accountable for program strategy, scoping, and two years of delivery (including the end-to-end design of business/technology solutions and an on-time/on-budget milestone delivery).

Objectives

1. Re-imagine the future flagship client experience, business operations, and technology.

2. Establish a multi-year program to execute against business and technology strategies.

3. Integrate and align Flagship transformation with global priorities and transformation efforts.

Challenges

1. Aligning program vision and priorities with an evolving brand identity and new executive leadership

2. Designing luxury experiences at scale in a high-volume flagship store

3. Managing global and regional stakeholders across all departments (16+ workstreams, 200+ team members)

4. Defining and leading a multi-year, multi-threaded program with over 40 projects

Scope

• Merchandising & Planning

  Category direction, inventory planning, exclusive product development

• CVM & Creative

  Atmospheric experience, wayfinding, visual merchandising, brand storytelling

• Marketing, Brand & Events

  Launch marketing, event strategy and operations, event calendar

• Material Handling & Distribution

  Replenishment, storage design & engineering, inventory handling procedures

• Retail Inventory Operations

  Inventory operations and system design, capacity analysis, building storage planning

• Sales & Servicing

  Selling experience and technology, servicing and personalization, omnichannel touchpoints

• VIP & Hospitality

  VIP and 10th floor experience, High Jewelry events, retail hospitality, food & beverage program

• Workforce Management & HR

  Organizational design, workforce planning, compensation and incentives, traffic analytics

• Finance

  Flagship P&L, expense planning and financial reporting, life-cycle costing

• Facilities & Maintenance

  Maintenance and operations, FF&E operations; building testing, commissioning and handover

• Security, Health & Safety

  Global protection, health and safety

• Sustainability

  LEED accreditation, sustainability strategy and program of work

“Stephen bridged the gap between vision and execution, partnering closely with senior leaders to translate ideas into practice. ”

— Amy Kleinberg, former VP Customer-Facing Applications at Tiffany & Co.

Note: this project was delivered while under employment at Tiffany & Co. For more information, visit Who I am.

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