THE LUX HOTEL OPERATOR
COULD OMNICHANNEL INCLUDE HOTELS, RESORTS AND DESTINATIONS OTHER THAN THE CLASSIC SHOPPING ENVIRONMENT? CAN RETAIL BECOME AN EXTENSION OF THE HOTEL EXPERIENCE?
COULD YOU DISTILL THE MEMORY OF 'THE PERFECT STAY' INTO A SHOP?

in this project we drove the start-up of a retail organization, defined and implemented a merchandising concept. created a ‘culture’ and translated it into a vehicle specifically designed for its propagation.

after reviewing investment scenarios, we defined a plan to translate the initial idea into a physical business and operationally branded the new venture. our aim was to create an organization with retail-specific competencies, define and drive a new business model, roll out a new merchandising offer as well as firmly manage retail units.

we began by auditing the existing situation. a key operational insight emerged when we assessed sales data and other vital kpis. initially, information could not be compared as each business unit used different coding systems. our client could analyse local reporting, but not compare data across the retail network. our systematic assessment led to the re-organization of products and items codes into a new architecture and our newly created, group-wide master data codification system. subsequently, we supported the client in new pos and data warehouse solutions selection and roll-out throughout the properties.

with metrics and a language understood by all the teams, we worked with our client to design the organization of the new retail division at a corporate and retail level, to ensure the operations delivered on the brand promise. this phase included all necessary practical support: from recruiting and selecting talent; to organizing working procedures to be shared across the group.

on the product management side, the commercial platform so carefully created allowed multi-branded as well as private labels initiatives. accordingly, we supported and coached the new teams in the creation of the brand aesthetic and product culture, we developed creative collaborations with local and international vendors, brands and operators, introducing new product ranges and ideas. ee then organized the retail merchandising so to ensure timely an deficient replenishment and buying processes.

the project ultimately encompassed the start-up of a directly operated network of pilot stores in hong kong and china, the client objective being to establish a working model for the whole organization. with the owners vision and the newly formed retail team’s contribution, the organization was set up for success.


process review | tactical process alignment | clientele & sales analysis | retail concept & identity definition | operational branding | merchandising concept definition & planning | inventory analysis, architecture & coding | POS selection & roll out support | team design & talent screening | architectural image & furniture partners coordination | operations start-up | OTB & pricing | buying & sourcing | retail merchandising management | vendors agreements | interim management

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