ABOUT THIS EPISODE
🎙️ Fernando de Palacio spent years at McKinsey, in banking, in venture capital, and then at Amazon before arriving in retail. What he found was an industry that talks endlessly about putting customers first, but rarely builds the infrastructure to actually do it.
As Executive Director / CMO at Leroy Merlin, he set out to fix that, starting with a lifetime value model that put a hard number on what a bad delivery or a failed installation actually costs the business. That single shift changed how the company makes decisions across marketing, operations, and the store network.
In this conversation, Fernando gets into why omnichannel ROAS is still being measured wrong by most retailers, how a six-million-member loyalty club changes your investment calculus, and what it actually takes to make "customer centricity" mean something beyond a slide in a strategy deck.
