VICE PRESIDENT OF LABOR AND GLOBAL WORKFORCE MANAGEMENT, STARBUCKS
Mark Wales has over 30 years of retail experience in the U.S., Europe, and Asia with leading retailers including Ralph Lauren, Williams-Sonoma, Selfridges, and Tesco. He has provided retail consultancy with IBM and Price Waterhouse Coopers, where he has worked with many other leading brands in the U.S. His expertise centers on how to implement and derive benefit from the more challenging projects such as ERP, eCommerce, and Workforce Management.
His recent focus has been on developing a next-generation model for workforce management that drives company performance through impacting the customer experience by investing in the employee experience. He believes that the role of workforce management is to coordinate and facilitate the various critical activities into a management discipline that brings Operations, Stores, Planning, HR, Training, Payroll, Finance, Corporate, Logistics, Planning, and Legal into a holistic approach. In this way, the modern retailer can create and sustain real performance improvement.