Nectar: Digital Transformation

Nectar is the largest loyalty card scheme in the United Kingdom, and comprises a number of partner companies including Sainsbury's and BP. It launched in 2002 with initially four partner companies, and by 2010 had grown to include over 14 companies and over 400 online retailers.

The Brief

The marketing team at Nectar wanted to take a digital first approach to their activities and behave more like a start up and be flexible and innovative. This required changes to their existing operations structure.

The Solution

An initial analysis of the current structure within marketing was undertaken. Also, all members of the various departments were interviewed to understand the operational challenges they faced on a daily basis.

As part of her consultancy Charlie Lycett-Smith, our Operations Director, pinpointed the root cause of the problem: “There was a real issue with team silos causing communication problems. This was slowing down day to day work and making collaboration on projects very difficult.”

We implemented a modified version of the iterative process that was tailored to their needs. On top of this we implemented working practices such as: a no meetings before midday policy, allowing people to focus on productivity in the morning; structured meetings with pre-planned agendas; mandates and directives for all work, so that all team members understood the aims and KPIs of work.

In addition we helped Nectar streamline their technology use. We identified an over reliance on email, which was leading to tasks being lost in the churn of communications, as well as people using multiple conflicting versions of spreadsheets. Charlie explains the solution: “We implemented Asana as a collaboration platform, giving them a central hub to share information, assign tasks and track projects.”

The Result

These changes have resulted in Nectar’s marketing team being able to operate more effectively and get more done with a small, nimble team. The key was to address how people were working first, and then provide them with the technology to support their new approach.

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