Certification in retail operations

Module 1 - January 19

The dynamics of strategy, innovation and agility
Concepts, trends and best practices

Instructors: JoAnne Labrecque, Associate Professor, HEC Montréal and Laurent Simon, Professor, HEC Montréal

Speaker: Gino Plevano, Vice President Senior, Digital Strategy, Groupe CH

With change being a constant in our economy, you need to update your business model if you want to improve your company’s performance and hone your competitive edge. This module will help you acquire the necessary knowledge to review your business model in order to increase your agility and empower your ability to innovate. More specifically, this module aims to:

• Provide an introduction to the business model canvas and the innovation canvas.
• Identify the main pros and cons of your particular business model.
• Determine the roles and responsibilities of the various people involved in implementing innovative projects.
• Orchestrate ways to put innovation into action, taking into consideration the limitations of your business.
• Earn employees’ buy-in for innovative projects (encourage them to be open to different perspectives).
• Manage the various stages of innovation: process, context, organizational culture.
• Buy-in.
• Reconcile strategy and eco-responsibility.

Module 2 - February 2

Change management and leadership
Engaging your team members to achieve results

Instructor: Cyrille Sardais, Associate Professor, HEC Montréal

Speakers: Fady Dagher et Thierry Lopez

In today’s uncertain and ever-changing environment, the ability to help employees embrace organizational change is essential for any manager. The key to successful change management is earning the buy-in of the various parties involved. In this module, you will:

• Become acquainted with what employees expect from their leaders.
• Learn the sources of legitimacy leaders can utilize to communicate better with their teams.
• Identify the key touchpoints between leaders and their team members.
• Find out how to effectively address employees’ needs in order to help them embrace change.
• Become familiar with and learn to apply influence strategies and tactics for successful organizational change.

Module 3 - February 16

Management strategy and team mobilization
Strategy, team mobilization and best practices

Instructor: Bruno Lussier, Associate professor, HEC Montréal

Speaker: Alain Ménard

Managing a business means guiding teams to collaborate effectively and go the extra mile in order to better serve the business’s purpose and objectives. In this module, you will:

• Refine your behavioural style to better adapt to and interact with your team members.
• Rethink your team management strategies and best practices.
• Improve your management skills in a dynamic virtual context.

Module 4 - March 9

Key decisions in supply chain management
Best practices and performance indicators

Instructor: Jacques Roy, Professor, HEC Montréal

Speaker: Sylvie Tardif, Vice President, Operations and Logistics, Groupe BMR

Good supply chain management is a strategic aspect of organizational performance. In this module, you will:

• Identify the major strategic challenges related to omnichannel marketing.
• Embrace a more holistic vision when it comes to managing your organization's supply chain activities.
• Acquire the tactical and operational skills necessary to deal with uncertainty.
• Skilfully handle supply chain complexity and risks.
• Rise to the supply chain challenges facing modern managers, including how to handle competition from e-commerce giant Amazon.
• Merge ecological responsibility and supply chain strategy.

Module 5 - Mars 23

Business strategies in the digital age

Instructor: Gabriel Tassé, Lecturer, HEC Montréal and Co-Founder Click & Mortar

Speakers: Ariane de Warren, Brand & Marketing Director (customer experience), SAQ
Jean-François Renaud Co-Founder and Partner, Adviso.

The digital revolution continues to change consumer behavior. Customers interact with businesses using their sales and communication platforms and pass on data that becomes the foundation of business strategies. More and more, the company's performance depends on its ability to use strategically this data to attract, convert and retain its customers. In this module, you will learn how to:

• Deepen the potential of digital data in developing your business strategy.
• Explore the potential of artificial intelligence to gain efficiency.
• Develop relevant strategies for your customers.
• Discern the best tactics to attract, convert and retain your customers on your different platforms.

Module 6 - April 6

Rethinking customer service and the customer experience
Designing a memorable customer experience

Instructor: Laurence Ashworth, Associate Professor, Queen’s University

Speakers: Janot Painchaud et Jean Bédard

Develop a big-picture vision of how to manage customer service and the customer experience in a way that integrates new technology and social media. Understand the factors that influence customer satisfaction and loyalty. Learn how to handle crises and difficult situations. In this module, you will:

• Understand the psychological drivers of customer experience.
• Avoid critical pitfalls along the customer journey.
• Learn some key customer experience metrics.
• Successfully integrate social media and new technologies into the customer journey.
• Gain actionable insights to elevate customer experience.

TRAINING APPROACH

• Dynamic, interactive, user-friendly and hands-on.
• Sharing of participants’ thoughts and experiences.

Program Director:

Instructors:

Mentor: