James Hall

Senior Program Manager - International Operations @Starbucks

London, GB

As a Senior Programme Manager, Starbucks International, I led the International measurement frameworks, programmes and standards, focused on empowering EMEA, LATAM and APAC regional teams and franchise partners to measure operations health, deliver world-class customer service, operational excellence and improve business outcomes.Led the development and rollout of retail measurement assessment frameworks and tools across EMEA, LATAM and APAC, enabling regional operations and franchise partners to effectively identify and close gaps to standard through assessment, coaching and continuous improvement.Built and scaled executive-level performance dashboards and reporting in Tableau, empowering senior operations leaders to drive insight-led decision making and long-term strategic planning across customer, partner, productivity and financial key performance indicators (KPIs) and metrics standardisation.Served as an advisor to regional operations teams and franchisees, coaching programme managers to deliver complex, multi-market initiatives and fostering a culture of collaboration, ownership and continuous improvement across regions. Transformed the customer experience programme into a digital, Starbucks Rewards in-app feedback solution, strengthening voice-of-customer capabilities and enabling richer, real-time insights into customer behaviour, loyalty and experience drivers and increasing survey completion rates by 3x.Partnered closely with regional senior stakeholders up to VP level to define and develop a 3-year retail measurement strategy, align priorities and roadmaps. Reported into the International business operations director, two levels below the International CEO, ensuring alignment to corporate strategy and key company initiatives.