Selected work / Retail and e-commerce operations
Retail operations transformation
I turned fragmented customer, order, payment, delivery, content and team work into one connected operating model.
The challenge
An owner-led retail and e-commerce business was coordinating customers, orders, payments, deliveries and everyday work through paper notes, scattered conversations and personal memory.
My contribution
I moved from content production into on-site operational discovery, system design, implementation, documentation and hands-on user training. The aim was to give the team a system they could use without depending on the founder for every handoff.
What I built
I designed a central operating hub with connected customer, order, payment and delivery records, guided record creation and mobile-friendly delivery views. The work also introduced a content workspace, collaboration pipeline, shared tasks and meetings, knowledge resources and a structured cloud productivity setup.
Delivery at a glance
- Customer to deliverylinked records for orders, payments, fulfilment and follow-up
- Connected CRMcustomer, order, payment and delivery information in one operating model
- Mobile-readyguided delivery views built for work away from the desk
- Team-enableddocumentation and hands-on training supported the operating handover