
CASE STUDY
Head of Marketing Operations, Global Automotive Brand, Europe
Function: Global Marketing Services
Transformation Focus: Customer Experience | Operational Excellence | Value Chain Alignment
A Premium Brand Held Back by Fragmented Delivery
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A global automotive brand known for its precision engineering and luxury experience was facing a disconnect. At the heart of its customer loyalty programme—the “member kit”—was a promise of quality and consistency. But in reality, that promise was cracking.
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As the programme scaled across regions, fulfilment grew fragmented. Delays mounted. Customer complaints rose. Internally, the strategy team knew something had to change. But they didn’t have the visibility or structure to make informed decisions.
They didn’t need a quick fix. They needed a transformation partner.
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Envisago’s Approach: Designing with Clarity, Leading with People
We began with one simple premise: great customer experience isn’t delivered by accident—it’s designed. And design starts with insight, structure, and people who can lead change from within.
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Our engagement was rooted in operational clarity but always anchored to human experience—what the customer feels, what internal teams manage, and what leadership needs to see to steer wisely.
Transformation Journey: Phased for Impact
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​​​​Phase 1: A Multi-Regional Assessment with Strategic Depth
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Scoping with Intent:
We worked closely with senior leaders in the US, EMEA, and LATAM to set priorities that matched both local nuance and enterprise-wide ambitions.
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Operational Audits:
Site visits, stakeholder interviews, and hands-on observation allowed us to surface issues hidden in day-to-day complexity.
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Data Data Diagnosis:
We analysed cross-regional performance data, compliance gaps, and logistical challenges—establishing a baseline for action.
Phase 2: What We Uncovered Beneath the Surface
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Leadership Blind Spots:
Discovered that well-intentioned leaders were making fast decisions—but without a shared playbook or clear ownership, reactions became the norm. Strategy was being outpaced by fire-fighting, and consistency suffered as a result.
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Vendor Misalignment:
The vendors weren’t necessarily underperforming—they were simply unchallenged. Without meaningful incentives or clear accountability, service levels flatlined. Expectations drifted, and standards quietly slipped.
Lack of Standardisation:
Noted significant variations in protocols and standards across regions, hindering global optimisation.
Fragmented Ways of Working:
What counted as “good enough” in one region was seen as unacceptable in another. Delivery models, handoffs, and escalation paths varied not because they should—but because no one had unified them. This made scaling success feel like chasing smoke.
Legacy Systems Holding Too Much Power:
Key data lived in too many places—or not at all. Outdated tools couldn’t support the speed or visibility leadership needed. The result? Decisions were based more on assumption than insight.
A Missing Thread of Coordination:
Each function operated in earnest, but not in harmony. There was no single view of performance, no rhythm to collaboration. Costs crept up. Timelines slipped. And slowly, the experience that customers remembered began to feel inconsistent.
Phase 3: A Roadmap That Balanced Reality with Ambition
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Gap Mapping:
We clearly defined breakdowns across people, process, data, and vendor relationships.
CX Anchoring:
Our proposals always circled back to the customer—how do we restore confidence, reliability, and emotional trust?
Cost-Reframing:
We identified over $1 million in potential savings—not by cutting corners, but by fixing the systems that made waste invisible.
Sequenced Roadmap:
The path forward was staged, realistic, and measurable—with strategic intent woven into each priority.​​
Note: While GenAI was not deployed during this engagement, the groundwork was laid for future adoption. Areas such as predictive logistics, customer service automation, and data-driven fulfilment optimisation are now primed for AI integration.
Outcomes & Impact: Practical Wins, Strategic Momentum
Customer Experience Realigned:
Delivery delays no longer define the brand story. With systems aligned and trust rebuilt, customers are once again experiencing the consistency and care that reflect a premium promise—without needing to ask twice.
Operational Rhythm and Clarity:
From scattered to streamlined, processes are now unified across global regions. What was once reactive is now rhythmic—supported by meaningful metrics that let leaders lead with foresight, not just hindsight.
Strategic Cost Efficiency:
The savings weren’t just financial—they were operational and emotional. Less wasted effort. Fewer escalations. More space to focus on value, not damage control. The system now works for the business, not against it.
Stronger Vendor Partnerships:
Vendors became true partners—not just service providers. With clearly defined KPIs and mutual accountability, performance rose. So did collaboration. What had felt like friction is now a joint effort to raise the bar.
Scalable Transformation Framework:
The roadmap didn’t end with implementation—it became a strategic compass. It’s now informing how the business evolves its customer experience, operations, and AI-readiness at scale.
Strategic Takeaways
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Customer experience doesn’t break in one place. It breaks across many small points—systems, processes, decisions—that slowly drift out of sync.
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This transformation wasn’t about chasing perfection. It was about building clarity, accountability, and readiness—led by people, supported by structure, and now prepared for AI-driven evolution.
That’s how Envisago works: The power of AI. The potential of people.
Client Testimonial​
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"What we value most about working with Envisago is their honesty, enthusiasm, and passion for what they do. Envisago doesn't operate in a 'stuffy', 'corporate' way; they work with flair and honesty, bringing a tremendous amount of knowledge and experience to the table."
— Global Marketing Services Manager, Global Automotive Brand, Europe
Aligning AI with People, Process & Purpose.
Ready to transform your organisation and achieve lasting impact?
Contact us today to discover how Envisago can empower your organisation to navigate change confidently and prepare for the future.
Email: hello@envisago.io
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