Fulfilmentcrowd HR

COO from leading, tech-enabled fulfilment services SaaS vendor, Paul Taylor appointed to complete new Board structure after PE investment, separate Ops as a department and implement new operational processes


fulfilmentcrowd is a disruptive, cloud-based tech company, which provides fulfilment and other value-add e-commerce services, primarily in the SME space.

The business was set up in 1992 by David and Sylvia Gregson, with son Lee joining soon after. Lee Thompson joined in 1998, and after a long stint as Sales & Marketing Director, during which he shaped a growth strategy, was elevated to MD in summer 2020.

Rowan initially introduced Non-Exec Chair Mike McGrath to the business, and after securing £7.5m in investment from PE House BGF and restructuring the Board with the appointment of a new CFO and CMO, a new COO was required to;

  • Complete the new Board structure, resulting in a Board fit for a PE-backed business, at the start of the next phase of its growth journey.
  • Rework operational processes and introduce robust new ones, as well as new KPIs and SLAs.
  • Contribute to the business’ impending growth journey as a key Board member.


Rowan initially worked closely with Lee Thompson to help him develop and understand the right strategy for growth, and the people plan to support this, which would ultimately secure external investment.

This included the COO mandate, along with the other new Board appointments.

  • Firstly, a strategy & people structure was agreed for the investment process, and a timeline for the key appointments was created. Rowan then ran an extensive search and assessment process to appoint a NED. This was critical to fulfilmentcrowd’s success, and the appointee – Mike McGrath, was key in helping to further define and implement the growth strategy.
  • For the COO mandate, Rowan targeted third-party logistics businesses, and approached candidates with experience in multi-site business scale-up, customer service framework development, warehouse management under SLAs and external & internal stakeholder management.
  • Rowan sent a shortlist of seven senior, qualified COO candidates to Lee, all of whom came from either an e-commerce or freight forwarding background. Paul Taylor from Wincaton was appointed.


The NED and Board appointments have proved highly successful for fulfilmentcrowd.

Since Rowan began working with the business, fulfilmentcrowd has:

Clarified its growth strategy, and got the workforce engaged and bought in to this vision.

Became much more suitable for external investment, eventually securing £7.5 million from BGF.

Facilitated the exit of one of the its original owners, whilst remaining on its growth trajectory.