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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.


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