New Look leaders learning about resilience and leadership
new look
The Challenge

At the end of 2017, New Look were in the midst of a major restructure, having entered a Company Voluntary Arrangement (CVA). Years of poor sales, high staff turnover and loss of market share left the business on the verge of collapse and its people lacking confidence and optimism. 

The business was in need of a reframe. New Look set out to transform its stressful blame culture into the passion required to succeed, to return to the thriving British retail giant it once was.

Brought in to rescue the business, Chairman Alistair McGeorge commissioned DeltaV to design a bespoke Mental Resilience, Leadership and Physical Wellbeing programme that would complement his strategic recovery plan. 

He wanted to inject confidence, optimism and resilience into his people to bring them back together as a team, preparing them to rescue the business they love. 

"The benefits of the programme will be in our people's own lives, as well as here"
The Solution

Programme duration: 18 months

Participants: 1,048

Having delivered numerous large-scale programmes for retail clients in the past, we were able to quickly embed ourselves into New Look and design a bespoke solution to deliver the Chairman’s objectives.

Dr Paul Turner designed a blended programme that was delivered to over 250 leaders, beginning with the team of Directors. Each leader received the following:

  • RQi Resilience psychometric and 1:1 coaching
  • 1 or 2-day Mental Resilience and Physical Wellbeing workshops
  • 12-month Digital Learning resources
  • Continued coaching and support from DeltaV experts

Building resilience capability throughout the entire business, a further 800 Retail and Support Centre Managers received access to our Digital Learning resources, allowing us to cascade a common awareness, language and understanding of the topic of mental health, resilience and wellbeing to every leader responsible for delivering change. 


We were delighted to hear New Look report signs of recovery and promising figures after the delivery of our programme, with Mr McGeorge crediting DeltaV’s work for helping build the confidence, optimism and resilience of his people. 

Following their Company Voluntary Arrangement (CVA), including a restructure and store closures, New Look’s leaders contributed to an increase in EBITDA of 1.5% to £27.7m over a 13-week period leading to June 2018 and an increase in operating profit of 19% to £14.4m. 

In August 2018, Mr McGeorge commented that the ‘green shoots’ “show the strength and resilience of our brand, and the positive impact of the changes that we’re making”, saying that, after the DeltaV programme, “the atmosphere in the place is fundamentally different to what it was 6 months ago.”

You can hear a full interview with Alistair McGeorge in the video below.