Delivery Framework
Six pillars operating model
Six pillars
The delivery operating model
A single framework that aligns strategy, technology, compliance and commercial outcomes.
Strategy & Outcomes
Define the commercial, engagement, data and member retention outcomes.
CRM & Data Foundation
Implement integrated CRM, data architecture, segmentation, consent management and analytics.
My Rewards Launch
Launch the rewards product to 150,000 members and fans with controlled rollout, adoption tracking and communications.
Fan Engagement Journeys
Design personalised journeys across onboarding, renewal, rewards, campaigns, events and partner offers.
Governance & Compliance
Embed GDPR, data protection, risk management, supplier governance, reporting and decision controls.
Measurement & Optimisation
Track KPIs, improve campaigns, reduce churn and increase commercial revenue through continuous optimisation.
Operating model at a glance
Strategy, data sources, member & fan signals, supplier capability, budget envelope.
Six pillars governed through a single programme plan, RAID, decision log and benefits tracker.
My Rewards launched, lower churn, higher revenue per member, GDPR confidence, executive reporting.