Le Pain Quotidien

Objective:

Premium Belgian bakery & full-service restaurant, Le Pain Quotidien, with 250+ locations across 20 countries and PE-backed, had a problem. It was experiencing high turnover, declining morale, slowing sales and profits as well as was falling behind it’s peer group with little technology and product innovation in the United States. The US company-owned business with 90+ locations and a $200M P&L represented an absolute majority of the global company’s revenue and profits hosting many of the largest markets (NY, LA, DC, Phil, Chi, Mia), while the businesses in most other countries were franchised. Doug was brought in as the US CEO in 2016 to transform the business with the objective of creating a customer and people focused culture, turning around the unit level economics and restoring innovation and growth.

Results:

Doug created and launched the first comprehensive 3 year development plan focusing on improving store level economics, developing new stores, product innovation which lead to multi-channel growth platforms and embracing technology. At the same time, he retooled the executive team and led field and corporate re-organizations with a laser focus on improving the customer experience, improving store level employee support and reducing costs. The team was successful in creating a ‘People culture’ including investments in training and leadership development resulting in employee turn over going down and customer service scores going up. Further, the team developed and launched the first App and Loyalty programs featuring mobile ordering, launched a new digital ordering platform for home and offices, launched a new industrial Bakery production model, developed the new Daily Blends fresh fruit smoothie line, launched a new Grab & Go program as well as a new Happy Hour/ Evenings program to ‘sweat the assets’ during the slowest day part.  As a result, the US business returned to steady 5-10% revenue growth, reduced G&A by 15%, expanded new stores in existing markets and launched Miami. Additionally, the company saw the new App quickly represent +3% of transactions, Catering grew by 30% and Customer Service scores increased from C+ to B+ within 12 months.