Optimizing customer experience through great procurement

From hotel groups to restaurant chains, some of the most recognizable brands in Leisure and Hospitality turn to Proxima when they demand great customer experience from Procurement. Whether it’s creating value in customer-facing solutions or optimizing back-of-house services, we understand the nuances of the industry; placing the customer experience at the heart and balancing the need to drive revenue, control costs, and maximize profit.

Differentiation is vital in this industry, and aligning the right suppliers to deliver is critical to delighting the customer as well as reacting quickly to changing demands – budget or luxury, customer expectations need to be met. We help organizations stand out. We support them to optimize costs, develop their supply chains, and find room for innovations that keep customers returning.

Procurement solutions tailored to your challenges

We are practitioner-led. Our people bring real-world industry experience and adopt a hands-on approach to both the challenges and opportunities within Leisure and Hospitality. Prevalent in the market, with leading brands trusting Proxima as their procurement partner, we bring fresh, relevant, actionable insight from across the industry and beyond.

The “experience” sector has seen rapid expansion and significant disruption over the last decade. There have been winners and losers. Winners typically know their customer has a unique service proposition attuned to them. Losers often fail to stand out from the crowd and become casualties of demanding customers, rising costs, and fierce competition. If there’s one learning we can take from the pandemic, it’s the need for organizations in this sector to be nimble. Flexible enough to adapt their offering to arising challenges

We help organizations by:

  • Optimizing costs to enable strategic investment.
  • Aligning suppliers to support organizational objectives.
  • Transforming capability at a team or functional level to better position Procurement.
  • Leveraging the latest market insights to ensure fit for future solutions.

With constant shifts in consumer behavior, value chain dynamics, and regulation, Procurement becomes a critical role in ensuring business not only survive in the Leisure and Hospitality landscape, but also thrive.

Industry Insights

As consumer finances come under pressure, maintaining differentiation and aligning closely with customer values will be essential to maintaining volume and pricing strategies.

As customers increasingly demand a personalized experience, organizations adapting their offerings are gaining a competitive advantage. However, to do so effectively requires investment in technology and data-driven solutions.

Similarly, technology innovations such as AI and Virtual and Augmented Reality are changing the game in Hospitality and Leisure; whether it’s with handling customer service or enhancing the experience themselves – freeing up investments will be vital to competing in a fierce environment.

As such, organizations that can optimize costs, manage supply chains, access and leverage supplier-led innovation through strategic relationship management and investment will be the most likely to win out.

What we do

Each business will face its own unique challenges, contact our experts today, to find out how we can help you. Our service suite is wide-ranging, and we offer both defined products and bespoke services. Broadly our services sit into four pillars:


2024 Cpo Report:

What’s next for Procurement

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If you are looking to drive purposeful and profitable change, get in touch.

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