Overnight Grocery Delivery Business

The Project:

Leading the operational business through hyper growth, 2 funding rounds and subsequently towards profitability

Outputs:

• Prevented 35 million plastic bottles going to landfill

• Devised and executed an operational stabilisation plan to enable customer and revenue growth (900% and 500% respectively) whilst reducing cost per delivery giving a foundation for profitable growth

• Introduced simple, understandable and systemic metrics, reports and improvement cycles with owners to drive up leading indicators of success

• Pivoted business’ “macro” focus to a site level “micro” focus facilitating gross margin recovery and growth by 13% pts to 14% within 6 months, with a plan to cash break even within an additional 9 months

• Reduced losses in supply chain through development of an internal middle mile solution with increased control on held inventory and waste

• More than doubled central team headcount and tripled field based operational headcount due to a phase of hyper growth

• Executed an operations and expansion playbook, more than doubling the serviceable geography and facilitating launch of 8 new fulfilment hubs

• Onboarded a new customer services engagement platform, including the provision of an automated self service system powered by simple workflows, supporting the achievement of an NPS of 65 and CSAT of >75%