SITUATION Nautica is one of the top wholesale sportswear brands in better department stores.  With the emergence of e-commerce, the competitive landscape changed as wholesale brands raced to expanded distribution online direct-to-consumer. 

CHALLENGE Although an established company, Nautica have very little infrastructure to build, deliver or maintain an ecommerce operation.  

WORK E&Y was brought in to identify and build the front and back end components of the ecommerce infrastructure.  My responsibility was for designing and setting up the direct-to-consumer customer service operation; defined requirements, setup call/fulfillment center, drafted policies and procedures, trained call center personnel, identified and resolved issues at launch, and managed initial ongoing operations.