Tom Harpham

Tom Harpham leads Workforce Operations at Boots, where he shapes workforce strategy, planning and operational transformation across the retailer's stores and customer support teams. He is responsible for designing and refining workforce models that match staffing, cost and performance to customer demand. His work gives the business the data it needs to make better decisions, improving both productivity and the customer experience. Tom's expertise spans forecasting and demand modelling, labour optimisation and cost management, and contact centre transformation. He has a particular focus on technology-enabled change, using CRM, automation and AI to help teams work smarter and deliver better outcomes for customers.