Automate order capture. Improve service. Put segmentation into practice. Bring experienced leadership into the team. Prioritize AI where it can create value.
I work alongside your team to understand how work gets done, identify where value is lost, and turn improvement opportunities into measurable results—with clear ownership and the change support to make them last.
Selected results from prior leadership roles. Network optimization savings reflect work across customer sourcing, network design and ordering profiles at Morton Salt. Past outcomes provide context; each engagement is scoped to the client’s baseline and opportunity.
FIVE WAYS TO IMPROVE CUSTOMER OPERATIONS
From insight to execution. Built around your operation.
01 / ORDER CAPTURE & AUTOMATION
Reduce manual work. Improve the order flow.
Understand how orders arrive, where people intervene and why exceptions occur. Identify the right combination of process improvement, EDI, workflow tools and automation.
Map email, portal, EDI and manual order entry, validation and exception handling
Baseline volume, entry cost, no-touch rate, accuracy and rework
Build a capacity-value business case with implementation and recurring costs
Define requirements, exception ownership and pilot measures with sales, customers and technology partners
What you receive
A current-state assessment, quantified opportunity model and prioritized automation and adoption roadmap.
02 / PERFORMANCE & SERVICE
Measure what matters. Build the rhythm to improve it.
Translate service data into decisions, accountability and continuous improvement. Align definitions, expose the drivers of performance and equip teams to act.
OTIF, fill rate and perfect-order measurement with agreed scope, exclusions and data ownership
Balanced scorecards covering service, speed, cost, inventory and customer outcomes
Pareto analysis, 5 Whys and PDCA improvement cycles with owners, due dates and effectiveness checks
What you receive
A KPI dictionary, balanced monthly scorecard, baseline and targets, and an embedded problem-solving cadence with verified root causes, owned corrective actions and effectiveness checks.
03 / CUSTOMER & PRODUCT SEGMENTATION
Make segmentation work in daily fulfillment.
Turn customer and product segments into practical service policies and ways of working. Build agreement across commercial, finance and operations before putting the rules into use.
Customer segments informed by strategic value, profitability, cost-to-serve and service needs
Product ABC/XYZ analysis using value, demand variability and operational criticality
Translate segments into service targets, replenishment policies, MOQ and order frequency, allocation and exception rules
Operationalize in master data, order queues, SOPs, team responsibilities and customer communications
Pilot the policies, train teams and review service, cost and customer impact by segment
What you receive
A segmentation framework, service-policy matrix, cross-functional decision rights and a rollout plan that frontline teams can use.
04 / FRACTIONAL EXECUTIVE LEADERSHIP
Senior leadership. Embedded in your team.
Bring experienced customer supply chain leadership into the organization on a part-time, contract basis. I work within your operating rhythm to lead agreed priorities and develop the team.
Interim leadership, transformation ownership or support during growth and organizational transitions
An agreed leadership remit, availability, decision authority and executive sponsor
Team coaching, cross-functional alignment, operating reviews and delivery accountability
A focused 30/60/90-day agenda, success measures and continuity plan
What you receive
A senior operating partner with a defined mandate, an execution agenda and regular progress reviews.
05 / AI-AGENT OPPORTUNITY PRIORITIZATION
Choose the right use cases. Prove value before scaling.
Assess where AI agents could improve customer operations and rank the opportunities by business value, feasibility and operational risk. Start with a real workflow and a measurable problem.
Explore order-exception triage, service-risk alerts, claims classification and performance-review preparation
Score opportunities by volume, value, process stability, data readiness, integration effort and error consequences
Distinguish rules-based automation, human-reviewed AI assistance and bounded agent execution
Define pilot baselines, evaluation cases, human approvals, escalation paths and stop criteria
Build a sequenced roadmap with technology partners and internal process owners
What you receive
A ranked use-case portfolio, value assumptions and pilot briefs with clear ownership and success criteria. Implementation is scoped separately.
CHANGE MANAGEMENT ACROSS EVERY ENGAGEMENT
Build adoption into the work from the start.
Prosci-certified change management underpins each offering: sponsor alignment, stakeholder and change-impact assessments, readiness, communications, role-based training, resistance management and reinforcement. The goal is an improvement your team can own and sustain.
INDUSTRIES SERVED
Consumer products. Customer-focused operations.
A focus on consumer packaged goods, food and beverage alcohol—connecting brand priorities, customer commitments and fulfillment execution.
01 / CONSUMER PACKAGED GOODS
CPG
For brands and suppliers navigating retailer requirements, complex product portfolios and rising expectations for reliable service.
Order capture, EDI exceptions and customer requirements
OTIF, fill rate and cost-to-serve visibility
Customer and SKU segmentation translated into fulfillment policies
02 / FOOD
Food brands & manufacturers
For teams balancing product availability, shelf-life considerations and customer commitments across retail, distribution and foodservice channels.
Service measures that reveal shortages and fulfillment gaps
Product segmentation informed by demand and shelf life
Clear order priorities, exception handling and internal alignment
03 / BEVERAGE ALCOHOL
Beer, wine & spirits
For suppliers and distributors seeking stronger customer collaboration, more consistent ordering and better visibility into service performance.
Distributor ordering processes and automation opportunities
Shared scorecards, business reviews and improvement plans
Inventory optimization and safety stock assessments aligned with service targets and working capital priorities
Experience that connects the work.
My leadership roles at Constellation Brands and Morton Salt bring a company-side perspective to customer supply chain challenges in beverage alcohol and consumer products. Where an engagement requires additional category or technical expertise, I work with industry specialists as needed.
PERFORMANCE THAT LEADS TO ACTION
A balanced view. A clear next move.
Select the measures that fit your customer commitments and operating model. Pair outcome KPIs with early-warning signals and a defined response when performance moves off track.
SERVICE & RELIABILITY
Are we keeping the promise?
Outcome measures: OTIF, order/line/unit fill rate, perfect-order rate, claims and returns.
Early warnings: unconfirmed orders, inventory shortfalls, orders at risk of missing the committed date, aging exceptions.
SPEED & FLOW
Where is work waiting?
Outcome measures: order-fulfillment cycle time, order-release time and exception-resolution time.
Early warnings: queue age, blocked-order backlog, overdue actions and available capacity against demand.
COST & PRODUCTIVITY
What effort does service require?
Outcome measures: cost per order, cost-to-serve, no-touch rate, entry accuracy and rework.
Early warnings: manual touches, recurring exception reasons and master-data defects.
INVENTORY & CASH
Are service and capital balanced?
Outcome measures: days of inventory, inventory turns, excess/obsolete inventory and cash-to-cash cycle time.
Early warnings: forecast bias, demand variability, inventory-policy exceptions and projected stockouts by segment.
How we make the definitions comparable
OTIF: eligible orders meeting both the agreed timing and full-delivery criteria. Agree whether the promise is based on the requested or confirmed date, shipment or delivery, and the applicable tolerance.
Fill rate: define whether the unit of measurement is orders, lines or units, and whether fulfillment is assessed at first shipment or another agreed point.
Perfect order: includes on-time, complete, damage-free fulfillment with accurate documentation. Direct order-level compliance and composite benchmark calculations must be labeled separately.
For each KPI, document the formula, source, grain, exclusions, owner, refresh frequency and target. Compare against benchmarks only when definitions, segment and reporting period are aligned.
Start with your reality. Leave with a path forward.
I begin by sitting with the people doing the work—listening, observing, and asking questions before recommending a solution.
01
Sit & learn
Meet leaders and frontline teams, observe order handling, and understand customer expectations, system constraints, stakeholder concerns and readiness for change.
You receive
A shared problem statement, agreed goals, stakeholder map and focused discovery plan.
02
Diagnose & quantify
Map the workflow, review available data, align KPI definitions, and assess process gaps, change impacts and team capacity.
You receive
A current-state assessment and a prioritized opportunity list with estimated value.
03
Recommend & align
Develop practical options, test assumptions with your team, and balance expected benefits with effort, cost and readiness.
You receive
A business case and sequenced roadmap with accountable sponsors, owners, communication and training needs, and success measures.
04
Support & embed
Where agreed, support pilots, equip managers, tailor training and communications, and use team feedback to address resistance and reinforce new ways of working.
You receive
Pilot support, adoption measures, a reinforcement plan and a clear transition to internal ownership.
THE RIGHT EXPERTISE FOR THE WORK
Senior ownership. Specialist support when needed.
I lead the engagement and work with other industry experts as needed to bring the right expertise to your priorities. That may include technology integration, AI and automation, analytics or specialized supply chain knowledge. We agree the specialist’s role, scope and any associated fees upfront, with clear responsibilities and a coordinated approach for your team.
The depth of each phase, timeline and implementation support are agreed in the engagement scope.
I bring more than 15 years of company-side experience, including senior leadership roles at Constellation Brands and Morton Salt. At Constellation, I led distributor management and customer execution as Senior Director, Customer Management & Execution. At Morton, I led customer supply chain and distribution planning, with end-to-end order-to-cash responsibility.
That experience, paired with my Prosci certification, shapes a practical approach to improving processes, aligning teams and making change stick.
THE COMPANY-SIDE DIFFERENCE
I understand what happens after the recommendation.
I’ve lived the internal realities of consulting engagements: aligning leaders, balancing competing priorities, supporting teams through disruption, and owning the result after the consultants leave.
That experience shapes how I work.
Fit the operation. Test recommendations against systems, resources and day-to-day demands.
Build with the team. Involve the people affected early so they can shape and own the change.
Translate across functions. Connect customer, sales, supply chain and finance priorities.
Measure adoption and outcomes. Track whether new behaviors take hold alongside service and cost results.
Leave internal capability. Make ownership, tools and knowledge transfer part of the engagement.
FLEXIBLE WAYS TO WORK TOGETHER
The right scope. The right engagement model.
Independent consulting on a 1099 basis, tailored to a defined business need and agreed deliverables.
DEFINED OUTCOME
Fixed-fee project
Best for a defined performance assessment, segmentation design, order-automation business case or AI-agent opportunity portfolio.
Scope, deliverables and timeline agreed upfront
Clear milestones and stakeholder touchpoints
Changes to scope agreed before additional work
Example engagement
Service scorecard and review cadence, a segmentation-to-fulfillment rollout plan, or a ranked automation opportunity assessment.
FLEXIBLE SUPPORT
Hourly advisory & execution
Best when needs are evolving or the team wants focused support through discovery, working sessions, pilots and implementation.
Agreed hourly rate and initial priorities
Hours, budget and review cadence set together
Support adjusted as the work develops
Example engagement
Working sessions, KPI reviews, sponsor and manager alignment, change communications and pilot support.
EMBEDDED LEADERSHIP
Fractional executive engagement
Part-time, contract leadership with an agreed mandate, time commitment and reporting relationship. We define executive sponsorship, decision rights, priority outcomes and the review cadence upfront; commercial terms reflect the scope and level of involvement.
Pricing will be confirmed after an initial discussion of scope, complexity, data availability and required involvement. Work begins after agreement on the engagement terms.
A PRODUCTIVE FIRST CONVERSATION
Start with one process. One pain point. One opportunity.
We’ll discuss what is happening today, what better performance would look like, and whether a focused engagement can help.
03 Service measures, customer segments and improvement goals
04 Leadership needs, AI ideas, constraints and desired timing
No perfect dataset required to start the conversation.
LET’S CONNECT
What would you like to improve?
Share your priorities, challenges or leadership needs. We’ll start with a conversation about your operation and where support could make a meaningful difference.
