A consultant who spent fifteen years learning what customer centricity actually takes.
I'm a customer centricity consultant based in Ontario, Canada. Fifteen years at IKEA across two continents taught me how companies actually build customer relationships — and where the gap sits between saying so and doing so. I help businesses close that gap.
Sales floors, government contracts, Silicon Valley, then IKEA.
IKEA, then retail. Moved to Canada. I joined IKEA at the Returns desk — lucky enough to learn the customer side from the ground. A few years later I was running Catalogue and the IKEA FAMILY loyalty program across Canada, and then IKEA Al-Futtaim brought me to Dubai as Regional Catalogue & IKEA FAMILY Manager covering the UAE, Qatar, Egypt, and Oman. Al-Futtaim later expanded my scope to lead CRM, data, and analytics across sixty-plus retail brands across MENA and Southeast Asia — ToysRUs, ACE, and others.
One size fits all is a myth.
Strategies that win in Canada can fall flat in the Gulf. A customer interaction that feels natural in Dubai can feel cold in Toronto. The concept stays — that's what makes a brand a brand — but the execution has to be local. Always.
Going deeper, on the problems that matter most.
After two decades inside large organizations, I stepped out to consult. Corporate life has its own politics that crowd out the work, and consulting lets me do what I'm best at: going deep with a few clients, on the problems that matter most. I also ran briefly for provincial office in 2022 and 2025 — experiences that deepened my belief in listening and serving communities. The same skill that makes customer centricity work.
I also coach individuals.
Alongside business consulting, I work one-on-one with a small number of professionals on career transitions — typically people moving into customer-led, retail, or CRM roles, or stepping up into regional leadership. Mostly through referrals. If that sounds like you, get in touch.
New tools, same principles.
I've added a new layer to the practice: AI-assisted research, analytics, and strategy. I use it the way a mechanic uses a diagnostic tool to tune an engine — to measure precisely, test more scenarios, and dial in the work before it goes live. Judgment, customer empathy, reading a room in a client meeting — those stay human. The tool sharpens the work. It doesn't do it for me.
Ontario, a puppy, and a motorcycle somewhere on a back road.
Ontario is home. Most weekends mix time with my wife, our puppy, a motorcycle on an Ontario back road, or a home improvement project I probably underestimated. I'm curious about how things work — cars, engines, tools, technology. That's probably why the mechanic metaphor landed so easily.
Let's figure out what's next — together.
Share what's on your mind — a question, a challenge, a half-formed idea. I'll listen first, and we'll take it from there.
Start a conversation →