From ambition to action: a three-phase personalisation roadmap for a major UK health & beauty retailer
Vision → plan
Phased & fully costed
FY25
Commercial benefits unlocked
Multi-year
Scale foundations laid
The challengeA major UK health & beauty retailer needed to translate a bold personalisation vision into a funded, phased and fully costed delivery plan.
Service lines
Strategy & TransformationMarketing TechnologyMarketing Activation
The outcomeA three-phase roadmap delivered, unlocking FY25-26 commercial benefits with foundations for ongoing personalisation at scale.
Client Situation
- Our client's long-term growth relies on delivering personalised health and beauty experiences, with a re-imagined loyalty card and improved price and promotion strategies.
- To achieve this, a multi-year transformation programme was launched to establish the technical, organisational, and behavioural foundations needed to scale personalisation.
- Loop Horizon was engaged to bring thought leadership and practical expertise, ensuring strategy, technology, operating model, and delivery alignment.
Our Contribution
- Defining the high-level vision and principles, and translating into a pragmatic, phased and actionable delivery plan capable of unlocking benefits in FY25-26 and laying foundations for subsequent years.
- Validating and prioritising proposed projects, assessing feasibility, sequencing, dependencies, and business value.
- Defining the enabling capabilities across data, IT, digital, organisation, and behaviours required.
- Establishing clear cost, effort, and risk estimates, while minimising barriers to adoption and ensuring realistic timelines.
- Ensuring stakeholder alignment across diverse functions and maintaining momentum through transparent engagement and communication.
Results
- A three-phase roadmap outlining the evolution of personalisation capability and operating model change.
- A detailed set of assessed and prioritised use cases, mapped across teams, systems, and customer journey stages.
- A full requirements design for each project, covering technical solutions, activation planning, organisational change, and behavioural enablers.
- A capability blueprint with gap analysis, value impact, risk assessment, and cost modelling to support investment cases.
- Executive-ready deliverables: clear documentation, visuals, and presentations that engaged senior stakeholders and secured alignment on the transformation journey.
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Loop Horizon helped us turn a big vision into a clear plan. Their mix of strategy and practical delivery has given us the confidence to scale personalisation, creating real value for our customers and our business.Director of Customer Marketing & Loyalty Strategy