Unleash & Engage is a global consultancy. We operate across the EMEA region from a UK office and across the USA from our Virginia office.
Over the course of a year, we worked with UK building distribution giant, Jewson, to redesign their organisational system. Initially working with the
Executive Team, we supported the leadership to reshape their competitive strategy, focusing on a re-defined customer value proposition. With this new focus, we worked alongside front line leaders, functional experts and specialists from parent company, St Gobain, to design a comprehensive
organisational system to deliver a market-leading customer experience.
The organisational redesign aligned the structure, roles and capability of the Jewson people, as well as the business’s policies and procedures, technology and infrastructure. But most importantly, the front-line habits and behaviours, all in purpose of their strategy of customer intimacy.
We also worked with the Leadership Team to create a governance system through the business, enabling them to prioritise key performance indicators
(KPIs) that focused leadership attention from the boardroom to the local branches.
Through patiently engaging and involving a large group of colleagues, Jewson was able to pilot this new organisation design in four pilot ‘branch clusters’, enabling the design to be finally iterated in advance of a national roll-out to their local business network.
Ed Smith, Jewson Business Development Director, (Programme Leader)
Mark Gregory, Programme Director, Unleash & Engage