Stitch & Nine was recruited by an established leading Australian Designer brand, operating in the boutique space with a turnover of $30m per annum, with the ambition to elevate their service offering, strengthen their brand presence, refine their operations and empower their teams to achieve and exceed their targets.

• Partnered with the leadership to identify areas where infrastructure would have the greatest impact, including workforce planning, team member management, incentive programs and internal communication strategies.

• Devised a streamlined framework to transform workflows, improve forecasting and budgeting processes, boost sales and conversion in stores and online, and build out resources that could be consistently used year on year.

• Developed a compelling long-term vision and unique service proposition to the business, and motivated teams to align and achieve to strategic goals.

• Provided essential resources to prioritise projects and activities and monitor progress at both category and individual levels, including journey mapping, a reimagined organisational structure, critical path planning and a cohesive retail calendar that could highlight and identify tactical opportunities to elevate CX and drive profitability.

Post our engagement, our brand witnessed decreased attrition rates, increased employee engagement and improved succession planning almost immediately. By centring their customers, and focusing on operational effectiveness and clear communication, the groundwork was laid for support the growth mindset needed by the business.