Case Study

eBay

Click & Collect programme.

eBay

Design and delivery of strategic Click & Collect programme for eBay.co.uk.

Javelin Group was engaged by eBay.co.uk to support its strategic and ground-breaking third party Click & Collect programme, and was able to quickly adapt to the eBay culture and ways of working to ensure immediate impact on the programme, becoming trusted and respected members of the cross functional team.

Javelin Group played a lead role in both design and delivery of the project in the following areas:

  • Highly complex business case financial modelling and analysis:
    • Modelling a complex operational structure and introducing key variable factors
    • Summarising outputs into simple and clear directional recommendations
    • Internal stakeholder management to gain support for resulting outputs
  • Operational support to final development and go live:
    • Operational recommendations during final design and strategic advice
    • Management of business testing and go live criteria of initial pilot
    • Operational and logistics management of customer journey during early life support phase
  • Process development using operational expertise:
    • Third party logistics knowledge and advice
    • Customer focused process flow design
    • Strategic logistics network design and support
  • Acceleration of seller on boarding internal process to scale the pilot:
    • Developing communications strategy for account managers to use with their seller accounts
    • Rollout and implementation of process within account management teams
    • Consistent engagement and support for account managers
    • Progress updates for stakeholder engagement

The eBay.co.uk Click & Collect team was set very challenging targets at the business case stage and Javelin Group was key to the success of the programme. This paved the way for a full-scale rollout across all the UK B2C seller base, the entire store estate of their retail partner, and allows Click & Collect to remain a key strategic focus for eBay.

eBay.co.uk has decided to continue its relationship with Javelin Group to support the programme as it moves into “business as usual”.

The Javelin Group supported eBay with the development of our strategic Click & Collect programme. Playing a lead role in both design and delivery, the Javelin Group team quickly adapted to our culture and became trusted and respected members of the cross functional team. Their experience in retail, logistics and operation management was critical to the success of this programme.
Gerard Sweeney, Senior Manager – Click & Collect, eBay.co.uk.

www.ebay.co.uk

Find out more about Javelin Group’s Operations service line.

Contact  Will

Contact Practice Director

Will Treasure

Director, Operations

Will Treasure runs our Operations strategy practice. He has designed and implemented operational solutions over the last 18 years for more than 80 retailers, brands and B2Bs including Tesco, Boohoo, Delhaize, de Bijenkorf, Waitrose, Bestseller and Iceland. Prior to Javelin Group, Will built and ran Iceland Group’s home delivery service, growing a business from start-up to £160m annual sales in 12 months. Will graduated from Oxford with a starred first in Engineering, Economics and Management.