Heineken

What they wanted
Heineken would like to become the best connected brewer in the world. In addition to this, they would like to accelerate in consumer connections by leveraging data driven platforms and campaigns. Understanding consumer motivations, environments, and needs is key to deliver great personalized and connected experiences.
What we did
First, together with key stakeholders from different departments we kicked off this project by setting a common and clear dot on the horizon. Second, we conducted a gap analysis of the as-is and to-be situation. We aligned on consumer data objectives, clarified governance, defined scope and described value areas to achieve common goals. Third, we created a Center of Excellence with the right usage of resources, we put the right people and resources in the right place. We empowered them to fully focus on the foundational value of consumer data, and make it a crucial business asset. And finally, we ensured that this CoE will operate as One team being more efficient and effective in acquiring, storing and using data to create value for Heineken and its consumers.


What we achieved
A Center of Excellence was set up and implemented with clear guidelines how to deal with consumer data. Clear building blocks were formed with common objectives. The Center of Excellence was a centrally organized (agile) team with clear roles and responsibilities. An effective balance was found between platforms, priorities and people, and interaction with the local teams. Moreover, there was a more efficient resource allocation between external and internal teams put in place. Overall, together with Heineken we have set up the teams for success in leveraging consumer data and make it a crucial asset in their business propositions to their on and off trade customers.
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