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Operating Model

Review of the Global Operating Model

After a sustained period of growth, an opportunity to look at improving ways of working, globally.

One of the largest global providers across 40 countries for integrated marketing services solutions serving world leading brands. We worked with them to identify better and more consistent ways of working across people, technology, insights, processes & practises whilst preserving local specialisms and knowledge.


  • Having been on a significant growth curve the business knew there were more efficient & effectives ways of working, but wanted an approach that understood the need to keep a local client presence
  • Having started a digital transformation, it was critical that a detailed understanding of processes and practises was created to accelerate it


  • A full review of the Global Operating model was undertaken working with a wide cross functional team to design the detail by country
  • The initial business case was reviewed, challenged and supplement to create a clear view of the Return On Investment (ROI)
  • A combination of customer (by persona) & process journey mapping was used to identify efficiency & effectiveness improvements at very detailed level, SOPs defined and Digital & Data user stories created


  • A business case created to validate new Global Operating model objective that delivered on the north star ‘Keep it local, but better’
  • A greater sense of clarity and confidence in the management team that this work would not only help deliver better Client outcomes, but that they could be engaged and participate on the change journey
“Custerian has been an excellent partner for Adare using their experience of change and transformation to support the business to transform and importantly by guiding and supporting the senior leadership team through their own journey of change." Andrew Dutton, CEO, Adare
London, United Kingdom
Professional Services

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