Goal

What the client needed to achieve

A luxury fashion retailer recognized the need for significant organizational and process changes to sustain growth and stay competitive in the digital age. As customers increasingly relied on mobile technology and sought personalized service both online and in stores, the company needed to balance digital expansion with in-store performance.

With rising dependence on data analytics, the retailer sought to evolve its operating model to attract and retain customers while reallocating capital for strategic investments. Sendero was engaged to redesign the organization and implement process improvements that would position the company for continued success.

Results

Improved alignment, communication, and readiness for change

150+

process changes summarized, analyzed, and visualized through a heat map

4

business units standardized with new organizational charts and documentation

Delivery

How Sendero delivered

Sendero designed and executed a comprehensive organizational change management approach across the client’s retail business operations. The team collaborated closely with leadership and employees to drive understanding, engagement, and adoption of new ways of working.

Highlights:

Partnered with Finance and Marketing to develop best practices and shape the future-state organization
Created targeted change communications, including executive talking points, FAQs, and presentation materials for team meetings
Delivered detailed change impact analyses and visualizations to identify and manage high-impact areas
Documented current and future-state organizational structures across Finance, Marketing, HR, and IT
Developed customized implementation plans to support phased execution and ensure lasting adoption

Practice

Building a foundation for growth and resilience

Through collaboration and structured change management, Sendero helped the retailer successfully transition to a more agile and data-driven organization. The new processes, tools, and frameworks continue to serve as a foundation for growth, enabling leadership to manage change effectively and navigate an evolving retail landscape with confidence.

Key Contacts