Proud to Serve: Costa Coffee Case Study

Costa Coffee instructed Venari Partners to pull together a strong shortlist of experienced strategy profiles to lead their ‘ Proud to Serve ‘ function.


Finding a successful profile was not easy. We needed to find a candidate that not only carried a strategic arm but also had the experience and capability to build out a brand new customer experience function.

The ideal profile would need a strong Mathematical background and have a real passion for customer service. They would be responsible for planning, directing and co-ordinating activities to manage and implement parts of Costa’s transformation/Change programme.


As a Lead position this would prove to be a crucial hire for Costa.


The chosen profile, Katrina Khan, possesses a great understanding of strategy accompanied with charging global delivery solutions for IHG. Katrina was a great choice for what is a very ambiguous business model and we are sure with her appointment, success will follow.