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Business Process Analyst @ Tom&Co



The Business Process Analyst at Tom&Co improves business processes to drive growth. Initially, the focus is mainly on customer-centric processes, such as omnichannel and e-commerce, to provide a seamless customer experience. In addition, other processes, such as customer data management and ERP optimisation, are examined. 

The Business Process Analyst optimises front-end customer face applications to improve customer interaction and increase customer satisfaction. The ultimate goal is operational efficiency, customer loyalty, competitive advantage and growth for Tom&Co.

As a Business Process Analyst, you play a crucial role in exploring opportunities and coming up with improvements. Your job is to understand Tom&Co's needs and apply your expertise to existing and future processes. You propose new solutions with the ultimate goal of improving internal processes and promoting the use of applications. You will drive optimisation and value creation for Tom&Co.

Your main responsibilities:

  • Act as an intermediary between Business Process Owners, application specialists and IT;
  • Delivering documented practices and ensuring regular updates;
  • Active involvement in the change management of the Cegid POS project;
  • Playing a key role in optimising processes by working with application specialists to evaluate business requests and suggest solutions and improvements.


  • Master's degree in economics or science with IT option, or a bachelor's degree combined with relevant work experience.
  • Ideally, several years of experience in the retail sector.
  • Understanding of retail processes, including procurement, sales and services, as well as finance.
  • General knowledge of retail solutions, especially front and back office systems such as POS, ERP, CDP and PIM systems. Understanding of the interaction between IT systems and e-commerce platforms.
  • Experience in starting and bringing an IT/Business project to a successful conclusion 
  • Customer-oriented with excellent communication and reporting skills.
  • Fluent in French, Dutch and English.
  • Motivated, focused and an eye for detail, with a strong desire to understand the organisation's goals and objectives.
  • Eager to learn and interested in innovative technologies and changing trends in the market.
  • Positive and responsible mindset.


As a Business Process Analyst at Tom&Co, you will be given a lot of responsibility and freedom to contribute your own ideas and expertise. You will be involved in project-based work, experience autonomy and gain valuable experience in a company with clear growth ambitions. Tom&Co likes to invest in ICT, allowing you to apply the latest technologies to optimise business processes.

As a Business Process Analyst at Tom&Co, you will be part of a dynamic company with an entrepreneurial mindset and a strong drive to move forward. What sets Tom&Co apart is the people-oriented culture in which you can experiment, learn and grow. You will not only contribute to the growth of the company, but also to customer satisfaction and the development of the Pet Care industry. This vacancy offers you the unique opportunity to further develop your professional career in a stimulating environment focused on growth, teamwork and realising your potential.


Business Analyst / Business Consultant

Business Process Analyst @ Tom&Co

Founded in 1991, Tom&Co has emerged as the authority on pet food and care. With an indisputable leadership position in the market, they strive to provide people with all the products and advice they need for the well-being of their beloved pets. Because a healthy pet makes the owner happy.

Leading in size and reach

With more than 7,000 products in their range and no fewer than 170 shops across Belgium, Luxembourg and France, Tom&Co has an impressive reach. The company generates an annual turnover of EUR 210 million, underlining its prominent position in the market.

An independent course

Tom&Co was initially part of Delhaize Belgium and Luxembourg's shop network, but in 2016 the company decided to break away through a management buy-in. The strong Tom&Co brand name was retained, while an investment group led by Lionel Desclée (former Delhaize Belgium board member) became the new owner. Since 2018, Thierry le Grelle, the current CEO, has taken the helm.

Strong together through franchising

Tom&Co primarily uses the franchise model, with 95% of its shops operated by franchisees. These franchisees are considered partners and are involved in consultations to the maximum extent. The head office provides strong support in various areas such as procurement, advice, knowledge sharing, logistics and IT. The commitment and dynamism of the franchisees are clearly felt in the retail outlets.

An ambitious future

Tom&Co's ambition extends beyond their existing shop concept. They want to roll out this concept further, expand their operations in France and modernise the shops in Belgium, including by focusing on further digitalisation. Tom&Co strongly believes in the omnichannel story, combining the renewed shopping experience with online capabilities. They recently introduced the eSstore, Tom&Co's online catalogue, and they now have a clear e-commerce strategy.

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