Marcin Piekarczyk, Founder of MP Consulting and Head of E-Commerce at WAFI Group, has over 16 years of experience managing major retail organizations across three continents. In addition to leading well-established global brands, he has also managed numerous start-ups that have become profitable and market-leading. Marcin Piekarczyk was featured in WORLDEF E-COMMERCE magazine.
“Our B2B Approach Focuses on Collaboration”
Marcin Piekarczyk shared insights about his latest venture, MP Consulting: “My most recent venture involved the establishment and launch of a 3,500 sq. m. phygital concept store, which blends physical and digital retail experiences in a unique and innovative way. What distinguishes this business is its product differentiation and the exceptional overall retail experience. Rather than competing with brands that are readily available both online and offline, I have deliberately curated a selection of premium to luxury brands from around the world, bringing them to the UAE market. Currently, the store offers a diverse collection of over 200 brands from more than 60 countries.
In alignment with evolving retail trends in the GCC, the in-store experience is fully experiential. We host events within the store, and I, along with my team, made the decision to open a specialty coffee shop to enhance the customer experience. Additionally, store design and visual merchandising are dynamic, ensuring that every visit offers a fresh, surprising, and impressive experience. This, I believe, is the essence of ‘the new retail.’
Furthermore, our B2B approach is centered on collaboration. We work closely with our brand partners, allowing them to merchandise their products with the support of my team, activate and launch new collections, and actively contribute to the success of our business. This creates a mutually beneficial environment for both B2B and B2C stakeholders.”
“In E-Commerce and Retail, Critical Elements Are Customer, Experience, and Data”
When asked about his activities in e-commerce, Marcin Piekarczyk responded: “I approach such questions by going back to the fundamentals. While many organizations focus on creative solutions and trending ideas, it is essential to build a solid foundation first. In the context of e-commerce and retail, the critical pillars are customer, experience, and data—all of which must be integral components of any digital strategy.
- Customer: Today’s customers are increasingly savvy, less loyal, and more price-sensitive due to the broader competition and easier access to global brands. Despite a modest 4.6% growth in retail within the GCC, consumers are more cautious in their purchasing decisions. Loyalty remains the key to long-term success. Effective CRM campaigns are crucial for maintaining customer loyalty and ensuring a strong, ongoing relationship. Ultimately, the customer is king.
- Experience: The customer experience is another foundational element. Consumers today expect more than just products—they seek an engaging, memorable experience with brands. This is especially important in the GCC, where shopping malls continue to play a significant role in shaping consumer behavior. To succeed, brands must implement a fully omnichannel strategy that ensures a seamless, experiential retail environment. There is a considerable opportunity here, as e-commerce penetration in the GCC remains relatively low—typically in the single digits—well below global averages.
- Data: The importance of data cannot be overstated. While much is said about AI and data modeling, many businesses still fail to effectively harness the wealth of data they collect.
In my previous roles, I had the opportunity to work on data consolidation projects, aggregating insights from all retail touchpoints across multiple brands and sales channels. This experience allowed me to educate senior leadership on how to strategically leverage data. When understood and used correctly, data is a goldmine that can provide invaluable insights and drive informed decision-making.”
“Many Companies in Dubai Still Rely on Traditional IVRs and Chatbots”
Discussing the developments in the e-commerce ecosystem in Dubai, Marcin Piekarczyk shared the following information: “The most significant development in the industry today is undoubtedly Artificial Intelligence (AI), which many companies are now striving to incorporate. I believe AI has the potential to be a true game changer, provided it is applied strategically. In Dubai, several companies still rely on outdated systems such as traditional IVRs and chatbots, which are often poorly managed and result in a subpar customer experience. A simple adaptation of AI to create intelligent customer service agents could significantly enhance the customer experience.
I have been collaborating with a company in Asia that has developed a Minimum Viable Product (MVP) for this very purpose. Last week, I had the opportunity to engage with this technology, and I am confident it will revolutionize the industry.
AI will have a wide range of applications, spanning across operations, fulfillment, marketing, and more.
While we are still in the early stages of AI adoption, there is a common misconception that AI is simply an extension of basic algorithms that have been in use for years. In reality, AI offers far more advanced capabilities, enabling companies to automate, personalize, and optimize operations in ways that were previously unimaginable.”
“It is Crucial to View the Retail Experience as an Enjoyable Opportunity”
Marcin Piekarczyk also made the following observations about retail and e-commerce: “To address this question directly, the key to success in retail is ensuring that you offer the right product at the right price, coupled with a seamless and straightforward customer journey that eliminates the potential for errors, confusion, or second-guessing.
Beyond this, it is essential to view the retail experience as an opportunity for enjoyment. Customers today seek more than just a transaction—they want an engaging and enjoyable experience while shopping. Furthermore, the purchase process should not end with the exchange of money and product. It is critical to nurture customer relationships, provide exceptional service, and ensure that customers feel valued, encouraging them to return.
While many may expect me to highlight buzzwords such as AI, VR, or AR, the truth is that these technologies are tools to serve the larger purpose of enhancing customer experience and optimizing organizational profitability. Ultimately, it is the fundamentals that drive success, with technology playing a supporting role in achieving these objectives.”
“It is Fascinating to Witness How E-Commerce Trends Transition Across Markets”
WAFI Group Head of E-Commerce and MP Consulting Founder Marcin Piekarczyk concluded:
“It is essential to build a well-rounded team that, while operating within a stable organization, is able to think with the agility and innovation of a start-up. In my most recent project, I was fortunate to assemble an exceptionally talented team that worked collaboratively to ensure the success of the business.
It is particularly fascinating to observe how e-commerce trends transition between markets. Throughout my career, I have had the privilege of working across three continents, gaining experience in both highly developed markets and emerging economies. My roles have ranged from hands-on positions to strategic leadership, which has shaped my approach to talent acquisition. I seek individuals who possess the ability to execute at a tactical level while also having the foresight to step back and think strategically.
Currently, I am in the process of transitioning my existing business and will soon be available for new projects in the GCC as well as globally. Please feel free to reach out if you are interested in collaborating on retail projects.”
Who is Marcin Piekarczyk?
With over 16 years of experience managing large retail organizations across three continents, Marcin Piekarczyk has developed a proven track record of success. He has led well-established global brands such as Lacoste, The Body Shop, Lego, and Mothercare, as well as numerous start-ups that have grown into profitable, market-leading businesses.
Marcin Piekarczyk is highly skilled in driving digital transformation, with extensive expertise in transitioning businesses from traditional retail models to fully integrated hybrid/omnichannel operations. His deep understanding of the evolving retail landscape enables him to navigate complex challenges and achieve sustainable growth.
As an industry expert, business consultant, and keynote speaker, Marcin Piekarczyk is passionate about fostering innovation and implementing forward-thinking strategies that position businesses as leaders in their respective markets. He is committed to supporting companies in their digital and retail journeys, offering tailored solutions through both full-time engagements and his consulting firm, MP Consulting. Marcin is always open to collaborating with businesses worldwide to drive transformation and long-term success.
