Workplace Technology case study
Transforming Sales Leadership, Role Clarity & Executive Alignment
Ricoh Australia
At a glance
- Client: Ricoh Australia
- Industry: Workplace Technology & Digital Solutions
- Focus: Sales Leadership, Role Clarity & Operational Accountability
- Program: Transformational Sales Leadership Program
- Decision Addressed: Ownership → Predictable Revenue
The challenge
The Challenge
Ricoh Australia—a leader in workplace technology and digital solutions—doubled down on advancing its sales leadership framework for sustained growth. A primary executive priority was refining role clarity, establishing behavioral accountability, and aligning national execution with global marketing shifts.
The approach
The Strategic Approach
Partnering with Bernadette McClelland through her Role Clarity Program, Ricoh’s Senior Leadership and State Sales Leaders engaged in a national initiative combining targeted executive workshops, personalized coaching, and deep-dive operational analyses.
Key Transformation Areas
Executive Role Consensus
Senior leaders established clear, unified boundaries around roles, core activities, and metrics.
Operational Accountability
State Sales Leaders took full ownership over forecasting discipline, sales routines, and team execution.
Strategic Adaptation
Aligned national and regional leadership with global marketing transitions.
The results
Results & Tangible Behavioral Impact
While the primary outcomes went far beyond standard P&L metrics, the program generated immediate, high-leverage behavioral shifts across national operations:
Active Leading Over Managing
Leaders shifted from tracking numbers to actively driving performance—coaching reps in the field and reinforcing execution standards.
Cultural Health & Retention
Detoxified team culture, reduced leadership stress through structured time allocation, and increased field support so salespeople felt genuinely valued.
Strategic Prospecting & Collaboration
Dedicated specific days to high-value strategic team prospecting and enhanced cross-functional collaboration within regional PODs.
Executive Alignment
Opened transparent, direct communication channels between field sales leadership and the Executive Leadership Team.
Executive testimonial
“
Bernadette’s work on role clarity with our senior management and national sales leaders at Ricoh has been nothing short of transformative. From the top down, she helped us redefine our roles and responsibilities, ensuring everyone was clear on their individual contributions and how they fit into the larger picture.
Her sessions with our sales leaders were particularly impactful, fostering unity and purpose across the board. The success we’ve seen in aligning our teams and boosting our sales strategy execution is a direct result of Bernadette’s expertise and approach. She’s been a pivotal figure in strengthening our leadership framework and driving our national team towards shared goals.
Tina Economou
Chief Sales and Marketing Officer, Ricoh Australia
Questions
Frequently asked questions
What challenge did Ricoh Australia face?
Ricoh wanted clearer roles, stronger behavioural accountability and national execution aligned with global marketing changes.
How did Bernadette McClelland help Ricoh Australia?
Through her Role Clarity Program: executive workshops, personalised coaching and operational analysis with senior leaders and State Sales Leaders.
What results did Ricoh Australia achieve?
Leaders moved from tracking numbers to actively coaching in the field, took ownership of forecasting and routines, and team culture and retention improved.
Want results like this?
Let’s look at where the decisions behind your revenue are breaking down – and what it would take to fix them.