Engineered scale for a challenger bank, enablin lending to grow from £1.8bn to £4.0bn+, deposits to £4.5bn, and profits to more than double.
Context & Challenge
A leading European retail outlet operator with 11 centres across 9 countries, 2,000+ employees, and ~1 million loyalty customers sought to unlock value from data. The company needed to drive sales across loyalty and tourism programmes, accelerate insight delivery, reduce reliance on third-party providers, and build in-house data capability.
Our Role & Approach
We partnered with Marketing and Retail leadership to architect a Customer Intelligence and Digital Data Analytics platform that would drive loyalty and tourism revenue. Our role spanned strategy through execution: defining requirements, building the investment case, leading the competitive procurement process, and selecting a specialist data systems integrator. We then provided ongoing governance as strategic advisors to the CIO and CMO throughout platform implementation.
Key Outcomes Enabled
Double-digit sales growth: Analytics platform delivered insights that drove post-COVID recovery and double-digit growth in 2021
300+ leasing deals: Data-driven leasing strategy enabled 300+ deals including 110+ new contracts and several first-time outlet openings
37% footfall increase: Guest experience upgrades across 11 centres drove up to 37% year-on-year footfall growth at refurbished sites
5-star GRESB rating: Strengthened ESG governance and reporting underpinned first 5-star GRESB rating in 2020 and expanded sustainability metrics
Marketing ROI optimised: Customer intelligence platform enabled Fashion Club loyalty programme and improved media investment returns
