Why Program Management Isn’t Admin — It’s Growth: Metrics That Matter to Finance & Ops

Retail design and marketing when done right are fascinating to discuss, whether it’s noting The Gap’s recent surge based on its viral “Better in Denim” campaign with Katseye, or celebrating Micro Center’s impeccably conceived, customer-centric stores as “Tech Heaven.”

Nothing wrong with engaging on fascinating retail topics. But operational excellence, based on finishing a retail project on time and on budget and quickly reaching or exceeding KPIs, shouldn’t be relegated to the fusty corner of CFO/COO spreadsheets and droning board meetings.

So, let’s flip the fascinating script and consider what elite program management expertise means for retail projects, whether that’s deploying a new CPG endcap or a large-scale refresh or rebranding for hundreds or thousands of locations nationwide.

In this blog, we'll discuss:

1. Program management metrics that matter and drive growth

2. How Miller Zell enables better program management

3. On time, on budget and a scorecard for what's next

4. Great program management gives you a competitive advantage

Program management metrics that matter and drive growth

Program management thrives when it brings execution expertise to a scaled branded business project, whether that’s a retail store fleet, bank branches or QSR franchises.

That means understanding in advance the details of guiding a program from ideation on paper to measuring customer engagement and ROI after installation.

This starts with:

• Forecast accuracy: Understanding baseline vs. actual costs and how to budget for schedule deviations.
  
  
• Waste reduction: Efficiency is the goal, but understanding challenges like reprint costs, scrap signage and install overruns means hiccups are managed well, too.
  
  
• Time-to-store: End-to-end execution expertise facilitates knowing how fast a store can go from concept to opening, even during times of supply chain disruption.
  
  
• Vendor performance: Managing a team of vendors is an art, science and business, one that ensures install quality while minimizing defect rates and warranty callbacks.
  
  
• Brand compliance scores: Adopting and sticking to a brand playbook means stores meet branding standards, no matter the scale or complexity of the project.

Understand: These are all based in analytical expertise, problem solving and an ability to process and efficiently pivot and optimize during rollouts.

The value? Lower costs and less waste enhance margins. End-to-end understanding means better planning, fewer surprises and more opportunities for savings. Fast and efficient rollouts mean refreshed stores reopen more quickly and generate more revenue within your upgraded customer experience.

Knowing the important process metrics and using them to see through the complexity of rollouts means you optimize ROI and business growth.

How does Miller Zell enable better program management?

Miller Zell’s industry-leading program management is based on a simple promise: a single point of contact and accountability for each client. This no-handoffs approach simplifies client-vendor interaction, supports end-to-end communication, upgrades efficiency and reduces risk.

Project-specific expertise then allows your Miller Zell program manager to become an extension of your team, understanding your internal processes while focusing on providing solutions, efficiency and cost savings.

Because campaign rollouts are rarely one-size-fits-all, program managers should offer a wide range of skills and knowledge, including print production, fixture production, creative project management, technological skills and administrative duties, such as order generation, invoicing and inventory management.

“...industry-leading program management is based on a simple promise: a single point of contact and accountability for each client.”

This also leans into a data-driven approach, with more targeted analysis, faster decisions and less bureaucracy. Our tracking systems provide intuitive dashboards for costs, schedules and install quality.

This isn’t about entirely handing off a complex process to software or AI. It’s about active engagement and a purposeful use of logistics technology that develops cost-saving ideas while being proactive with creating efficiencies during project rollouts.

For example, say there’s a last-minute change to a design. This could cause anxiety on both sides of the partnership. A good program manager simply understands how the dominoes need to fall across all verticals and can implement new plans as painlessly as possible.

On time, on budget and a scorecard for what’s next

Walmart, the nation’s largest retailer, wanted to execute rebranding for its interior and displays, while also leaning into its digital footprint for hundreds of stores across the country.

Auburn University’s $92 million, 233,400-square-foot Woltosz Football Performance Center was a complicated project with a large scope of work for a short timeline. Miller Zell was brought in as program managers to coordinate between general contractors and an array of vendor partners.

Cadence Bank wanted to efficiently and strategically rebrand after a merger across hundreds of diverse bank branches.

Sunbelt Rentals wanted to refresh its store fleet with an innovative redesign and efficient rollout, providing an optimized customer and associate experience that engages both professional contractors and DIY enthusiasts.

Very different projects that crossed the finish line on time and on budget with significantly upgraded customer experiences.

“They [Miller Zell] are both innovative and results driven and prioritize good communication,” said Sunbelt’s VP of Marketing and Brand Communication. “They have been a valuable partner to deliver the next evolution of the in-store rental journey to improve the experience for our customers and team members.”

It’s not just about meeting (or beating) a budget or schedule. It’s also about continually improving the process and reducing defect rates or go-backs toward an ultimate goal of zero. It’s about clear KPIs that measure process and results and provide future learnings.

Great program management gives you a competitive advantage

Program managers aren’t like hall monitors in schools who simply keep things moving. They serve as hands-on guides toward cost efficiency, business growth and brand impact.

They also know there is no finish line with great program management for branded environments. It’s a partnership that includes ongoing support. After installation, it’s about tracking and even upgrading the effectiveness of marketing initiatives, product launches and graphics rollouts that nurture effective customer experiences.

The goal is not only about completing a project on time and on budget. It’s also focused on building a long-term partnership that provides ROI through cost-saving ideas and proactive solutions.

At least, that’s how we define great program management at Miller Zell. So, partner with us and embrace a competitive advantage.