Metro — Siebel CRM loyalty rollout across 15 stores
Siebel CRM loyalty rollout: 15 stores, 50,000 B2B users, 150+ change requests, 900+ employees trained, phased go-live.
Context
Loyalty was core to Metro’s B2B retention story. The Siebel CRM rollout had to land cleanly across 15 stores, 50,000 B2B users, and the existing operational landscape without disrupting day-to-day ops.
Approach
- Directed the BSA function across 3–5 concurrent enterprise initiatives, of which this was the flagship.
- Owned the requirements pipeline end-to-end — 150+ change requests managed through analysis, spec, UAT, and release.
- Stood up an enterprise digital training platform after running the vendor tender, used to train 900+ employees ahead of go-live.
- Drove a phased go-live to keep operational risk bounded; tied each phase to a measurable acceptance bar.
Outcome
- Loyalty platform live across 15 stores serving 50,000 B2B users.
- 900+ staff trained on the new platform pre-go-live.
- 20+ system interfaces aligned within a single integration landscape.
Full write-up pending — tracking content polish in BAS-7.