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Patrik Silén

Partner, London
Brings deep expertise in service operations to support retailers and other consumer-facing clients on their strategy, operations, customer experience, digital, and multichannel excellence

About Patrik

Patrik leads our retail operations work in Europe, the Middle East, and Africa. He works with retailers and other consumer-facing companies on topics involving their strategy, customer experience, digital/multichannel excellence, and operations. His recent client work includes:

  • helping a chain of department stores to improve customer service and frontline sales
  • designing and implementing a programme to improve the store productivity of a grocery retailer
  • transforming the end-to-end multichannel supply chain of a clothing retailer
  • driving a lean transformation programme at a travel company that brought step-change improvements in customer experience and productivity
  • supporting an insurance company to improve its call centres and instill a culture of continuous improvement

Patrik has also supported several grocery chains in developing their strategy and operations for multichannel retail.

Before joining McKinsey, Patrik worked as a consultant on e-commerce, high tech and retail banking topics, and was on the founding team of an internet-based credit-card venture, where he set up the operations, customer care, and digital marketing functions.

Published work

Beyond procurement: Transforming indirect spending in retail,” McKinsey & Company, August 2018

Building omnichannel excellence,” McKinsey & Company, April 2017

Mind the gap: What really matters for apparel retailers in omnichannel” , McKinsey & Company, November 2015

Smarter schedules, better budgets: How to improve store operations,” McKinsey & Company, August 2015

Past experience

Accucard
Digital marketing manager

Mitchell Madison Group
Associate

Education

Harvard University
MBA, business administration

University of Manchester
MEng, engineering, manufacturing, and management