Work · ·Pulp
Click & Collect for 200 restaurants — Pulp
Rolling out a click & collect solution for 200 partner restaurants at Pulp — CSM structuring, key account management, customer support. 2020-2021.
What I did
At Pulp, between 2020 and 2021, I led the operational rollout of a click & collect solution across 200 partner restaurants.
Rollout across 200 partner restaurants
Operational setup of the click & collect solution at each of the 200 partner restaurants, through to going live in production for every location.
CSM structuring & key accounts
Structuring Customer Success Management processes and directly managing key accounts, to give a repeatable framework to customer relationship tracking at that scale.
Coordinating vendors & internal teams
Day-to-day coordination between the external vendors involved in the rollout and Pulp’s internal teams, to smooth the handoff between the two.
Billing & customer relationship management
Setting up dedicated software for billing and customer relationship management, to structure administrative tracking of restaurant accounts.
Level 1 and 2 customer support
Level 1 and 2 customer support for partner restaurants, directly resolving day-to-day operational incidents.