Mr. Harris specializes in helping retail, hospitality and leisure, and other consumer service industry clients shape their strategy, strengthen their customer proposition and brand positioning, and transform their customer experience, operational execution, organizational effectiveness and results. He has deep expertise in service strategy, brand positioning and brand delivery, customer centricity, omni-channel strategy and operations, application of Lean in service industries, SG&A strategy and cost reduction, store operations, supply chain, organizational effectiveness, and change management. He has served a dozen of the world’s 50 largest retailers and numerous other retail sector leaders spanning all formats and categories and several of the world’s largest hospitality and leisure companies.
Prior to joining A&M, Mr. Harris ran his own consulting business for five years where he partnered with senior executives of industry leading global retail, hospitality and leisure, and other consumer services clients on strategy, brand positioning and brand delivery, customer experience, operations effectiveness, organization, and cultural and performance transformation.
Prior to his own firm, he spent 10 years with McKinsey & Company, based in Chicago and London, where he was a leader of the North American Service Strategy & Operations Practice and the Retail and Hospitality & Leisure Practices, and co-founded the European Service Strategy & Operations Practice. At McKinsey, he served clients in retail; hospitality, leisure and gaming; consumer travel; transportation and distribution; retail banking and personal finance services; telecom; healthcare; and consumer products industries on a broad range of issues, spanning strategy and growth to post-merger integration to a wide array of areas related to improving execution and results.
Previously, he spent six years with The Ritz-Carlton Hotel Company, working in several operational leadership positions prior to becoming Director of Quality at the company’s flagship hotel, The Ritz-Carlton Buckhead in Atlanta. This position evolved to include a joint corporate role on the senior leadership team that led the successful pursuit of the Malcolm Baldrige National Quality Award and spearheaded the company’s transformation to a total quality organization. Following the Baldrige award, Mr. Harris emerged as one of the company’s primary ambassadors as they fulfilled their mentorship responsibility, speaking at worldwide business conferences. He served on The Ritz-Carlton’s corporate new hotel opening team as the company quadrupled its international property portfolio.
He earned his M.B.A. from Northwestern University’s Kellogg School of Management, where he was an F.C. Austin Scholar, and a bachelor’s degree in hotel administration from Cornell University. He is a frequent speaker on customer centricity and performance transformation in service organizations. He serves as the Chair of the Kellogg Alumni Council and volunteers with Global Alliance for Africa.