Retail Operations & Customer Experience

The retail landscape has undergone a profound shift driven by the expansion of e-commerce, the demand for seamless omnichannel experiences, and the need to enhance digital customer engagement. Forward-thinking retailers understand that staying customer-centric and maintaining a competitive edge in this fast-paced environment is paramount to maintaining their current customer base and expanding their market presence. 


Drive results by enhancing customer engagement through proven retail strategies

With over 25 years of invaluable go-to-market experience, The Poirier Group’s retail operations consulting experts understand that consumer preferences will continually evolve, and progressive businesses must be able to quickly adapt to the pace of change. The surge in omnichannel expectations and the need to differentiate through exceptional in-store experiences requires the insights and capabilities that our retail and grocery consulting experts bring to execute strategies that allow your operations to pivot with consumer trends in this dynamic marketplace. 


Engaging with our clients, we often see the following challenges: in these areas:

"Remaining adaptable and customer-centric in real-time as uncertainties evolve is an ongoing challenge."

Poor SIOP execution has lead to inaccurate financial forecasting, excess inventory, or stockouts impacting the customer experience

Lack of clear processes have caused redundancy, rework or poor alignment across functions

A lack of strategic alignment has lead to disjointed efforts and competing priorities impacting customer engagement and resulting in inconsistent messaging and missed revenue opportunities

Outdated technology has limited data insights, diminishing the customer experience, and ultimately impacting growth and competitiveness

In an environment where warehouse and store space are at a premium, inefficient inventory and space optimization has hindered revenue maximization efforts

Disruption of the e-commerce financial plan when not managed carefully, means the related expenses for performance marketing, direct to consumer (DTC) fulfillment and last-mile delivery are jeopardized 


Unlock the full potential of your e-commerce fulfillment and omnichannel experience strategies with our expert retail consulting services. Whether you are looking to build a seamless omnichannel experience or optimize an existing fulfillment operation, we offer tailored solutions to solve your current needs such as: 

  • Inventory Management: Assess your inventory management processes and tools to improve your cashflow and reduce your out-of-stocks; [link to Inventory page] 
  • Channel Fulfillment Strategy: Build a fulfillment strategy that allows you to efficiently manage demand across direct-to-consumer (DTC), business-to-business (B2B), and retail store channels. 
  • Supply Chain & Facility Management: Review your supply chain and fulfillment operations to determine streamlining and cost-saving opportunities; [link to supply chain main service page] 
  • IT Consulting & Project Management: Determine and leverage the right software and technology to run your operations and support your customers; [link to IT Main Service page] 
  • Last-Mile Delivery Solutions: Improve your last-mile delivery offering by assessing and building white-glove, and expedited shipping options; 
  • Returns Management: Create a frictionless, and cost-effective returns program for your supply chain, team, and customers; 
  • Omnichannel implementation: Manage the planning, development, and deployment of innovative customer engagement tools, including Virtual Assistants, Click & Collect, and Ship-from-Store. 

Effective category management optimizes sales, improves customer satisfaction, and achieves sustainable profitability. Effective category management demands data-driven decision-making, inventory control, pricing strategies, and a strong understanding of consumer preferences. 

Our category management consulting experience provides a wealth of expertise allowing us to tailor solutions that support your retail category management needs. 

  • Forecasting & Data Analytics: We leverage advanced analytics to develop accurate forecasts that consider seasonality, trends, historical sales, and other relevant factors that provide a clear picture of future product demands
  • Assortment Optimization: We assist in assessing your product assortments to align with customer preferences and market demands, ensuring that you stock the right products to optimize your financial goals
  • Pricing & Promotion Strategies: We provide insights into price elasticity, promotional performance, and customer behaviours to derive targeted pricing and promotion strategies
  • Inventory Management: We implement strategies that minimize excess inventory, reduce carrying costs, and prevent stockouts, leading to improved working capital and reduced losses
  • Process Improvement: We work with your team to create and implement a category management process that creates cross-functional collaboration, optimizes product sales, and drives replicable results

Strong promotion, allocation, and replenishment strategies and processes are pivotal for driving sales, optimizing inventory, and enhancing overall operational efficiency in the retail and grocery industries. Effective planning in these areas not only ensures that the right products are available when and where customers want them, but also maximizes the impact of marketing efforts. Our promotional planning and replenishment experts provide comprehensive support in these critical areas: 

  • Flyer Space Optimization: We make the most of limited flyer space, helping you build the processes and strategies to select products and promotions that drive customer engagement and sales
  • Marketing Calendar Management: We work with you to create a well-structured marketing calendar, ensuring that promotions, campaigns, and product launches are executed efficiently and consistently throughout the year
  • Roles & Responsibilities: We define clear roles and responsibilities for each team member involved in promotion, allocation, and replenishment planning, minimizing confusion, and streamlining efficient decision-making processes
  • Performance Metrics and KPIs: We define and build reports that track key metrics to measure the effectiveness of promotional activities and allocation strategies, providing a basis for continuous improvement and visibility to your leadership team

 Customer loyalty programs and effective customer relationship management are paramount in today’s competitive business landscape. They are instrumental in building strong, lasting relationships with customers, driving repeat business, and fostering brand loyalty. 

There is no one-size-fits-all approach to measuring loyalty and customer relationship management success. Leveraging our loyalty and customer relationship management experience allows your organization to capitalize on hidden opportunities that will improve customer acquisition, spend, and churn metrics. 

Product lifecycle management is a critical component of any successful business strategy. It involves managing a product from its inception through development, launch, growth, maturity, and eventual decline. Maximizing a product’s lifecycle not only ensures its continued profitability but also supports a company’s overall sustainability and competitiveness. 

Proper PLM requires data integration, process development, systems management, and cross-functional collaboration. Our product lifecycle management experience ensures comprehensive support for PLM optimization, assisting you to develop and implement effective strategies at each stage of a product’s journey.  


Process Improvement

Cross-Functional Engagement 

Role & Responsibility Alignment 

Performance Metric Visibility 

Sustainable change is an enduring journey and we recognize the importance of change management. Our commitment to transformative change supports sustainable results and contributes significantly to the long-term prosperity of your business. 

Join our list of satisfied clients


Improved Margins 

Cost Reduction 

Resource Optimization 

Customer Engagement 

Strategic & Organizational Alignment 

Inventory Health

Achieve optimal benefits by engaging our customer experience consultants to realize the following opportunities.

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Projects Completed


Angelo Farneti, DirectorAcklands Grainger
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“While I have rarely been a proponent of consultants, The Poirier Group and their supportive approach have positively changed my view to the immense value that the right consulting organization can bring.”
Joe Rollins, Store OperationsBig Lots
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“Your excellent communication and overall leadership was appreciated. I felt like our two groups were true partners on this project and achieved success together. Thanks again for you and your team.”
Doris Citric, DirectorHolt Renfrew
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“Overall, I would give The Poirier Group an A+ in solution generation, service delivery and providing with a highly talented team to work with. Great work”
Janet Joyce, DirectorColemans
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"Just want to acknowledge the excellent presentation yesterday. It was thorough, comprehensive and well received not only by the Steering Committee but even more importantly by owners. The presentation inspired their confidence in The Poirier Group and in the direction we are moving in this comprehensive process. Great job."
Rhonda Biddix, SVP & CFO California Closets
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"Thank you for all of your energy and efforts to help us improve our overall brand experience. Your team is in a league of their own and we will be forever grateful for our partnership."