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European Wax Center:
Accelerating Innovation & the Guest Experience
David Coba, Co-Founder and Chief Executive Officer
European Wax Center
Bart Butler, Senior Vice President and Chief Information Officer
European Wax Center
Anbu Mani, Partner, PwC
Ian Kahn, Director, PwC
Marika Nakamoto, Director, PwC
Today’s Discussion
Learn how European Wax Center differentiates with a world-class guest experience
and a platform for continuous innovation
• Introducing European Wax Center: Brand Overview, Business Challenges,
Future State Solution Map
• Panel Discussion with PwC & European Wax Center Executives
• Q&A
3
Introducing European Wax Center
4
Company Overview
Category leader with 450+ locations
Innovative brand differentiating on a world
class guest experience
Rapid growth with plans to scale internationally
20,000+ users including franchise associates
The Case For Change
5
Rapid growth put stress on legacy IT
Retail systems provide limited insights into
customer engagement
Core ERP and HR needs
IT constraining growth and innovation rather
than enabling it
Business Challenges
PwC
CH
AN
NE
LSFR
ON
T-O
FFIC
E
CENTER OPERATIONS
• Point of Service
• Reservations
• Workforce Management
• Inventory Management
• Center Order Management
• Center Performance
Management
GUEST SERVICE OPERATIONS
• Call Management
• Web-to-Case Management
• Knowledge Management
• Case Management
• Quality Management
• Guest Satisfaction / Surveys
MARKETING
• Brand Strategy
• Product Management
• Campaign Management
• Omni-Channel Marketing
• Merchandising
• Pricing Management
• Loyalty Management
• eCommerce
BA
CK
-OFF
ICE
FINANCIALS
• General Ledger Management
• Franchisee Accounting
• Accounts Payable
• Accounts Receivable
• Financial Planning & Analysis
HR / TALENT MANAGEMENT
• Recruiting / Pre-Hire
• Compensation & Performance
Management
• Benefits Administration
• Talent Management / Training
SUPPLY CHAIN
• Sourcing & Procurement
• Vendor Management
• Demand Planning
• Shipping & Fulfillment
REAL ESTATE
• New Franchisee (Prospects)
• Site Development
LEGAL / COMPLIANCE
• Center Compliance
• Contract Management
TECHNOLOGY MANAGEMENT
• Application Management
• Helpdesk
• Infrastructure & Network
• Security
DATA & ANALYTICS
CORPORATE STRATEGY
COMMUNICATIONS / COLLABORATION / CONTENT
ChatSocial MediaEmailMobile Apps OnlineCall Center Communities
EWC BUSINESS CAPABILITY DIAGRAM
Center
GUEST
CENTER
SUPPORT
CORPORATE
SUPPLIERS
PwC
FRO
NT-
OFF
ICE
CENTER OPERATIONS GUEST SERVICE OPERATIONS MARKETING
BA
CK
-OFF
ICE
FINANCIALS HR / TALENT MANAGEMENT SUPPLY CHAIN
REAL ESTATE LEGAL / COMPLIANCE TECHNOLOGY MANAGEMENT
DATA & ANALYTICS (Salesforce, DOMO)
CORPORATE STRATEGY
COMMUNICATIONS / COLLABORATION / CONTENT (Salesforce, Sitecore, Dropbox)
CH
AN
NE
LS
ChatSocial MediaEmailCenter Communities
REIMAGINING THE FUTURE STATE
POS,
Payments
CTI, CSAT
Mobile AppsOnline
Communities Service Cloud,
Knowledge
Marketing
Cloud
Center Call Center
eCommerce
GUEST
CENTER
SUPPORT
CORPORATE
SUPPLIERS
Innovating the Guest Experience
9
Introducing our panelists:
David Coba, CEO, European Wax Center
Bart Butler, CIO, European Wax Center
Anbu Mani, Partner, PwC
Marika Nakamoto, Director, PwC