eCommerce Operations Optimisation Specialist
Those processes you keep meaning to fix…
They are costing you time and money.
Hi, I’m Peter, and I started Untwined because eCommerce brands and agencies don't need another traditional consultant who just hands over a slide deck and tells you to do it.
You need someone to actually untangle the mess.
I don't stop at advisory, I partner with you to map the processes, build the workflows, and execute the changes alongside you.
Let’s uncomplicate it together.
Book a call with Peter“I’ll just deal with this later.”
You bring someone into the team. You add a tool or change a process because something needs doing. Everyone finds a way to get through the work, and you think you’ll come back and sort it out properly when you have some time.
Then the next person is taught the same workaround, and a temporary fix becomes part of the standard operating process.
Eventually, when someone questions it, it’s just because it’s the way you’ve always done it.
When you do find time to look at it, you’re interrupted. Let’s face it, you're busy. Someone needs a decision, a client or customer needs your attention, stock hasn’t arrived or a sub-contractor has let you down, and that time you set aside disappears.
Meanwhile, you’re paying for the extra hours, the overlapping tools and the work that keeps coming back for another round of changes just because it wasn’t done properly the first time.
You know it needs sorting out. But you rarely get the headspace to work through it properly.
That’s where I come in.
I spend time with the people doing the work, examine what happens and help you put better processes in place. You stay involved in the decisions. I organise the work with your team and follow through on the agreed changes.
About Peter
Hi, I'm Peter Gardner, and I've spent the past 12 years in the operational trenches of the eCommerce industry.
I’m a strategist by nature and a builder at heart. I get excited about how a business could work better, and I get the most satisfaction from getting stuck in and making it happen.
I co-founded Blend Commerce, where I’ve held the roles of Chief Operating Officer and Chief Strategy Officer roles. But my responsibilities have covered delivery, operations, finance and people, alongside business strategy, positioning, sales and marketing. I’ve also led AI adoption and automation, including building tools and helping the team change how they work.
Alongside that, I co-founded eCom Collab Club, bringing together people from eCommerce brands, agencies and technology businesses. Building the community and running its events has involved connecting people who can learn from one another, work together and help solve each other’s problems.
Wearing those different hats has taught me how closely everything is connected. A sales decision affects delivery. A new tool changes someone’s workload. A process that makes sense to management still has to work for the people who should be following it.
Process management and change management are central to how I work. I look at how things get done, involve the people doing the work and help them make improvements they can maintain.
How it works
We start by finding and clearly documenting how it all works now.
In the first month, I get to know your business and map the processes we need to examine first.
You and your team show me how a task starts, what happens in between and how it gets to completion, including the workarounds and steps missing from the written procedure. We look at who needs to be involved, what tools are used, what information they need and where they have to wait or repeat something.
That could be handling a client or customer support ticket, bringing a new person into the team, preparing a report or getting work approved. We also review the tools and outside services you’re paying for, including anything that overlaps with work already being done elsewhere and who is responsible for those relationships.
I calculate the monthly value of the costs we could remove and the staff time we could free up. We use those figures to decide what to prioritise first and build the roadmap.
Where we can make a quick win change straight away, we do.
Map it before you automate it.
Before adding software or automating a task, we need to understand why the task exists. This is the order I follow:
- 01
Question.
What is each step for? Who needs its output?
- 02
Remove.
Cut the steps that serve no purpose.
- 03
Simplify.
Give the remaining steps clear inputs, rules and owners.
- 04
Speed up.
Reduce waiting and unnecessary rounds of feedback.
- 05
Automate.
Connect repeatable work once the process is clear. Use AI where it can help, with checks on its output.
A fixed monthly fee. A roadmap we work through together.
At the start, we agree my level of involvement and the monthly fee. I work with you and your team to decide what needs changing, carry out the agreed work and check the results.
Some changes can be made quickly. Others depend on people’s availability, another supplier or decisions elsewhere in the business. We work through those constraints and update the roadmap as we learn more.
The monthly arrangement covers that ongoing work. We can move from one priority to the next without writing a new proposal for every task.
I help establish who owns each decision, what needs to happen before work starts and how it will be checked. Your team, agencies and other partners have clear objectives and know what they are expected to contribute.
If you need more or less of my time, we can adjust the arrangement. If a larger project needs work beyond what our monthly agreement covers, I’ll explain the work and additional cost before you decide whether to proceed.
Your first month comes with a 100% money-back guarantee.
During the first month, I’ll remove or identify quick win opportunities to reduce costs and recover staff time with a combined monthly value of at least my monthly fee.
And if I don’t, you can cancel immediately, with no notice period and receive a full refund. No questions asked.
Book a call with PeterWhat people have said...
While running Blend, we were honoured to win a few industry awards.
The key sentiments from the judges’ comments were about the agency's processes, the organisation and how the business was operated.
“They built an impressive foundation for success through discipline, focus, and a commitment to delivering measurable outcomes. What stands out is the creation of a genuinely repeatable approach that consistently drives value for clients while strengthening the business and its team.”
“Blend Commerce demonstrates that genuine impact is a product of strategic clarity, not headcount. With a lean team, the agency has structured a compelling offer and delivered remarkable results for clients, with revenue metrics and turnover rates that would be impressive at any scale, let alone this one.”
“This agency sets the benchmark for CRO excellence, combining a clear and repeatable process with platform-specific expertise. With outstanding case studies, transparent data, and impressive performance uplifts, Blend Commerce demonstrates both operational maturity and meaningful business impact.”
“An exceptionally strong and well-structured agency that consistently exceeds objectives. Blend Commerce demonstrates mature, transparent processes and a deep, data-driven approach that builds real confidence in their work. A savvy, highly capable agency deserving of recognition”
“It’s incredibly refreshing to see an agency not only delivering results but doing so with the rigour of solid processes and documentation at its core. The long-standing client relationships and impressive audit-to-retainer conversion rate are clear indicators of consistent value and deep client trust.”
“Blend Commerce impressed us with its focused proposition and a rigorous experimentation process that was both easy to understand and replicate. The team’s clarity of focus and strong project planning were evident throughout, driving excellent results for not only internally but also for clients.”
Frequently Asked Questions
What does fractional mean here?
You have me working as part of your team for an agreed level of involvement each month. I get to know the business and take part in the work, from examining processes and setting priorities to helping with implementation and checking the results.
What does it cost?
The monthly fee depends on the level of involvement you need. We agree that at the start, along with how we’ll work together.
If you later want to increase or decrease my involvement, we can agree that separately.
Will every improvement need a separate quote?
No. We work through the roadmap as part of the monthly arrangement. Priorities can change as we learn more about the business.
If a larger project would sit outside our agreement, I’ll explain the work and the additional cost before you decide whether to proceed.
How much time will you need from me and my team?
I need access to the people doing the work and the records that show its cost. We plan their involvement around the processes we’re examining.
You help me understand the business and make the decisions that need your input. I organise the review and follow through on the agreed actions.
Can you work with our existing team and external partners?
Yes. I work alongside your internal team, agencies, developers and other suppliers.
We look at how work is briefed, who approves what, how results are reviewed and where findings are recorded. Your specialists continue to handle their areas of expertise, with clearer responsibilities and objectives.
Is this relevant to my type of business?
I work across eCommerce brands and agencies. The starting point is how your people work, what it costs and what gets in their way.
I also work with investors, family offices and roll-ups on the operations of their eCommerce portfolio companies.
What if our processes aren’t documented?
We start with a job someone is doing now and follow it through. Existing documents are helpful, but there’s no need to write procedures before bringing me in.
What if I don’t see the value in the first month?
Tell me.
If I haven’t clearly documented cost-saving opportunities and recoverable staff time with a combined monthly value of at least your first-month fee then you can cancel immediately with no notice period and receive a full refund of your first-month fee.
How does cancellation work after that?
After the first month, we continue on a rolling monthly agreement. You can cancel by giving 30 days’ notice.
The first-month guarantee is separate: you can cancel immediately under that guarantee, with no notice period and a full refund of your first-month fee within those first 31 days.
Tell me what you keep meaning to sort out.
It might be the monthly reporting that takes too long, the work that keeps coming back for changes, or the growing bill for tools nobody has had time to review.
We’ll talk about where to start, how I could work with your team and the monthly fee.
Prefer to start yourself?
I’m launching the software I’ve custom built to map the processes and identify optimisation opportunities. Meaning you’ll be able to start documenting how work happens in your own business without needing me.
Join the waitlist and I’ll let you know when it goes live.