WHSmith
Successfully transforming the retail operating and staffing model at one of the high street's best-loved retailers.
The Background
WHSmith embarked on the biggest organisational and operational change in its history.
The change was designed to transform their Retail Operations and staffing model to deliver ‘Breakthrough Value’ to the organisation. The partnership with S&S supported the transformation, building credibility and confidence across the organisation.
Our Approach
Sullivan & Stanley partnered with WHSmith at a pivotal moment, as the business launched the most ambitious transformation in its history.
We began by establishing a Modern Delivery programme governance framework to bring structure, clarity and pace to the change effort. Alongside this, we developed a strategic engagement and communications plan, articulating the programme’s purpose through a clear problem statement, vision, goals and success criteria — helping build alignment and momentum across the business.
We provided hands-on coaching to senior leaders, equipping them with the mindset and behaviours needed to lead through ambiguity and drive transformation from the front. Our delivery experts worked closely with internal teams to embed a model Programme Delivery approach that set the foundation for success, while also supporting the communications team with timely, honest and impactful messaging to ensure employees remained informed and engaged at every stage of the journey.
The Outcome
Sullivan & Stanley enabled WHSmith to deliver its largest ever organisational transformation — on time, on budget and with outstanding employee engagement, driving tangible business value in under 12 months.
- The largest organisation restructure to have ever taken place at WHSmith was completed smoothly on time and within budget. All delivered against the backdrop of the challenging Covid lockdown period.
- ROI delivered in less than 1 year. Exceptional value within 365 days.
- Exceptional EX: Highest employee engagement levels we've ever had.
- 37% increase in ATV (Average Transaction Value) against the backdrop of double-digit footfall reduction.
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