Starbucks Licensed Stores / Foodservice

Objective:

During the period of 2008-2012, Starbucks Coffee restored its rapid growth after recovering from the Great Recession. This marked the first return of Howard Schultz in 2008 where he led the company’s refocus on it’s core values, innovation and high growth. Doug benefited from this reboot with a promotion to the VP of US License Stores (and later assumed US Foodservice). The objective was clear- drive innovation and restore significant profitable growth while reducing costs.

Results:

With a clear set of expectations and the support of the organization, Doug developed and led the implementation of the first multi-channel development strategy creating a new retail and wholesale go-to-market model, resulting in doubling the US license store portfolio from 2,000 to 4,000 stores across 120 licensees over 4 years while growing revenue and profit annually in double digits ($1.2B P&L). There was a renewed focus on store format innovation which led to the 1st SBUX on cruise ship, 1st ski in/ ski out SBUX on a mountain, 1st SBUX inside Disney Parks, and a new Fine Dining program with celebrity chefs.

To gain efficiencies and cost savings, Doug led the integration of 2 competing business units into a single, customer-facing organization by 2010 which included a 40% reduction in senior / middle management and a 20% reduction in the field workforce. As a result, the team beat the revenue & profit AOP targets while improving employee engagement and customer satisfaction scores.