Detailed project case study
EMEA Digital Operations & Fulfilment Transformation
An end-to-end transformation across ecommerce, logistics, fulfilment, customer service and regional operating workflows.
Led digital transformation across ecommerce, fulfilment and service operations, improving platform connectivity, order speed, customer visibility and commercial performance across EMEA.
Context
Ecommerce channels, fulfilment, finance, inventory, logistics and service teams operated across a fragmented landscape, creating slow processing, limited visibility, manual workarounds, avoidable errors and higher operating cost.
My mandate
Lead the technology roadmap across ecommerce, fulfilment, customer service and regional operations, connecting platform choices to growth, service quality and operability.
Scope
- EMEA multi-region operations
- 1,500+ users supported
- Ecommerce, ERP, WMS, carriers and service platforms
- Cross-functional delivery and supplier ownership
Selected technologies
Key decisions
- Treat the customer, order and fulfilment journey as one operating system rather than a set of local platform projects.
- Prioritise API-led connections and visible ownership where batch processes and hand-offs created failure.
- Tie the roadmap to revenue, returns, order movement and service outcomes.
What the team delivered
- Shaped the roadmap across cloud, data, ecommerce, fulfilment, service and cybersecurity.
- Connected Shopify, Amazon, FedEx, ERP, WMS, Dynamics 365, Sage 200 and support platforms.
- Redesigned operational workflows around customer experience, commercial growth and scalable ownership.
Trade-offs
The estate had to become more connected without disrupting live order flow or forcing every platform into one replacement programme.
Outcome
Contribution through ecommerce, fulfilment and customer platform improvements.
Measured through regional commercial reporting.Technology operations across five countries, with additional support in the US.
Measured through onboarding and service records.- Accelerated customer onboarding and order processing.
- Reduced fulfilment failures, return volumes and operational friction.
- Contributed to 15% EMEA revenue growth through the wider technology strategy.
Evidence
Regional commercial and operational reporting measured revenue contribution, service reach and improvements across order and fulfilment workflows.
What this demonstrates
Whole-estate leadership across digital commerce, operations, integration, customer experience and commercial change.