LTIFR 2.78hrs lost per million hours worked -69% on prior year 12 people had time off due to injury. Total work related injuries 464 (Including 128 customers) “Aspiring to Zero injuries ” ENTER TITLE HERE
TRADE PARTNER FORUM 2016 – CHRIS WILESMITH Managers Conference 2015 “Accelerate”
Rolled shelf edges for Care
Trade Partner Forum
Group Update Peter Birtles Galvanized Shelving was upgraded to roll edge and uprights version so customers and store team won’t be injured by sharp edge during handling. Group Managing Director ? What can we do together to make products safer and Chief Executive Officer
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1 Super Retail Group History Super Retail Group sales growth
1972 Reg and Hazel Rowe started trading from their North Brisbane home 2500 1974 First retail store – International Car Accessories 1979 Store name changed to Super Cheap Auto 2000 1999 50 stores SPORTS 2002 100 stores 20% compound 1500 Acquisition of Marlows and Rocca Bros 2003 growth over 20 Launched first stores in New Zealand 2004 IPO on the Australian Stock Exchange 1000 years LEISURE 2005 200 stores; Launch of BCF 2008 300 stores; Acquisition of Goldcross Cycles 500 400 stores; Acquisition of Rays Outdoors 2010 Company name change to Super Retail Group AUTO 2011 500 stores; Acquisition of Rebel and Amart Sports 0 95… 96… 97… 98… 99… 00… 01… 02… 03… 04… 05… 06… 07… 08… 09… 10… 11… 12… 13… 14… 15… 2014 600 stores
Group Structure Super Retail Group Highlights 2015/16 Commercial
SAFETY • Safety performance improved by 48% Auto Leisure Sports
TEAM • Increase in team engagement from 68% to 71% Retail Operations Retail Operations Retail Operations Merchandising Merchandising Merchandising Marketing Marketing Marketing • Group focus on Customer Centricity CUSTOMER • Customer Net Promoter Score increasing 308 stores 131 stores 17 stores 101 stores 65 stores
• Strong sales and profit performance from Auto and Sports Group Supply Chain BUSINESS • Rays transformation and good second half from BCF IMPROVEMENT Group Services • DC transformation starting to deliver Finance Human Resources Information Services Property International Operations
2 Changing Retail Market Divisional Sales Growth How are external market forces shaping our strategy? Forces Evolving Customer Workforce 2015/16 ($m) Growth on PCP LFL Growth impacting on Globalisation Digitalisation Business Power Demographic Retail Models
Auto 923 8% 4.2% Historical levers of differentiation (range and price) will no longer succeed
Leisure 582 7% 4.4% Building a stronger emotional connection with customers is a must Implications for Super Organisational capabilities have to be ‘World class’ not ‘Australasian class’ Sports 910 9% 6.3% Retail Group Aligning team member behaviour and culture with the customer offer will be a sustainable advantage
Providing Multi channel Customer Supply Chain Team 2015/16 is a 53 week year – this increases total growth by about 1.5% but does not Key elements Differentiated retail, Understanding and IT engagement and Solutions (not inspiration, impact LFL growth of the strategy & Engagement capability development just products) community
Our Strategic Roadmap What is our vision for the future? Super Retail leadership focus 2016/17
OUR VISION Inspiring you to live your passion SAFETY • ‘Every injury is preventable’ To provide solutions and engaging experiences that enable our customers OUR PURPOSE to make the most of their leisure time To achieve the To achieve higher To provide returns • Building team engagement and capability To be one of the five highest team customer TEAM to our shareholders OUR GOALS largest Australasian member engagement ratings • Customer Centricity, Alignment and Agility that exceed the retail companies engagement across than our ASX 200 by 5% the retail industry competitors • Engagement and solutions focus CUSTOMER OUR To deliver compound annual To grow return on capital to • Thinking about the impact on the customer of every decision FINANCIAL growth in EPS of greater than 15% greater than 15% TARGETS BUSINESS • Achieving our performance targets OUR VALUES Passion Openness Integrity Care Discipline IMPROVEMENT • Progressing our strategic initiatives
3 Building our partnership
Store developments – new stores/superstore extension/refurbs OPPORTUNITY Multi-channel development Customer connection - Club marketing and events
New products CUSTOMER Thank you for your support Content ENGAGEMENT Packaging and Information
Clarity on our joint standards We look forward to growing our partnership RESPONSIBILITY Ethical Sourcing – supply chain visibility
‘How can we work together to be more efficient?’ EFFICIENCY Supply chain and inventory management
Some reflections on the year that was?
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TRADE PARTNERManagers Conference FORUM 2016 2015 “Accelerate”– SCA UPDATE CHRIS WILESMITH Managers Conference 2015 “Accelerate”
4 Team engagement we achieved 76% Our Team and Business has been recognized for excellence
Retention & Engagement 80.00% 78.00% 76.00% 74.00% 72.00% Engagement 70.00% Retention 68.00% Linear (Engagement) 66.00% Linear (Retention) 64.00% 62.00% 60.00% 2011 2012 2013 2014 2015
Our aspirational target is to move to +80% Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
Achieving Our Team and Business has been recognized for excellence Now 310 STORES ACROSS Roy Morgan Inside Retail NRA Finalist AUSTRALIA & NEW ZEALAND “Customer Satisfaction Rewards for Excellence 33 and growing… Award 2015” ‘Loyalty Program Experience Award’ 2015 2828 7979 Auto Store of the Year Retail Customer Excellence Awards Large Retailer of the Year
ALL STAR BASH Australian Auto Aftermarket 1818 2016 7575 Supercheap Auto Supercheap Auto 55 “Top Automotive Retailer” “Certificate of Achievement” 5353 2015 Most Innovative Digital Marketing Holden Hill Recognition of outstanding Campaign 55 achievement in Digital Retail SCA “ Big Break Competition ” 4444
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5 Cost Increase Pressures / FX exchange rates $30M impact to our business FY15 -16 increasing the cost as currency falls Danger increasing prices are reducing unit sales
Consolidate Extend Enhance New Zealand Australia Service - solutions
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The World is changing
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6 So why change ??? P Weare going to before somebody else does.
Could have been
Could have been
???????
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OUR CHALLENGE THE CONDITIONS WE NEED TO BE SUCCESSFUL? We enjoy top line growth but the factors that made us successful are changing. 1. MARKET 2. GOVERNMENT 3. COMPETITION
Cars with combustion Car ownership = best form Ability to service the engines of transport car yourself Car ownership = best form of Ability to service the car Cars with combustion engines CARS WITH CAR SHARING & transport yourself VIRTUAL SERVICING ELECTRIC AUTONOMOUS /CLOSED ECO SYSTEM CHANGES TO ONE OF THESE WILL ENGINES VEHICLES MAKE OUR BUSINESS FRAGILE AND REQUIRE LESS LESS CARS TO LESS ABILITY TO DIY SERVICING, LESS OFTEN SERVICE SERVICE OVERTIME NICHE Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
7 IN THE LAST CENTURY NEARLY EVERY INDUSTRY HAS BUT, IN THE LAST 100 YEARS ‘THE PRIMITIVE GAS-BURNING UNDERGONE RADICAL CHANGE… CAR HAS BECOME A BETTER GAS BURNING CAR’ COMMUNICATIONSFLIGHT ENTERTAINMENT SCIENCE 1900s
TEL. EXCHANGE 12” FLIGHT SILENT MOVIES CHEM. LAB 2010s
1920 2015 IPHONE ISS NETFLIX HADRON Source: Wait by Why by Tim Urban Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
REGULATORS & GOVERNMENT: CREATING A ‘NON- COMBUSTION ENGINE’ RACE OUR CUSTOMERS SCOTT, BARRY & HERB ARE IN DECLINE 53 YEARS 50% OF CRUDE OIL 30% SCOTT BARRY HERB WORLD’S OIL EXTRACTION OF GLOBAL WORKED ON THE RESERVES IN THE WARMING IS CAR LAST 3 MIDDLE EAST -3% -4% -2% LEFT TRANSPORT MONTHS (FY11-15)
+ + + BOUGHT CAR NO ALTERNATIVE TO ESTABLISHMENT OF US ACCESSORIES IN POLITICALLY UNSTABLE PETROL-POWERED EPA AND SIMILAR LAST 3 MONTHS -3% -3% -2% MIDDLE EAST* CARS BODIES (FY11-15) = = = US$2.4B GRANT TO DEVELOP NEED TO REDUCE ENFORCEMENT OF BOUGHT FRO SCA NEXT GEN VEHICLES & GREEN RELIANCE ON EMISSIONS STANDARDS IN LAST 3 MONTHS -1% -1% 0% ‘FOREIGN OIL’ COLLAR JOBS (FY11-15) SOURCE: US ENERGY INFORMATION ADMINISTRATION 2013; Wait by Why, and Union of Concerned Scientists, 2015 ; * at least more than normal with Arab Spring, ISIS and US disturbance Source: Roy Morgan Single Source Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
8 GROWTH AFTER FY20 WILL FALL -3.5% CONTRAST THIS TO THE DIFM MARKET, CPI and Population adjusted BY 2018 THIS WILL BE NEARLY DOUBLE DIY and showing 2.4% a growth trend of +3.6% PA
1.4% 1.4% 1.2% 1.0% 1.0% 0.5% DIY DIFM 2018 0.0% 2018 0.0% $22B YoY % Growth YoY -0.6% $13B 3 YR CAGR -1.5% 3 YR CAGR +3.6%
-1.2% FY17 FY18 FY19 FY20 FY21 FY22 FY23 DIFM OPPORTUNITY INCLUDES: CAR WASH, CAR SHARE, TYRE RETAILING, ELECTRICAL SERVICES, BODY+PAINT+INTERIOR REPAIR, ENGINE AND PARTS REPAIR, DETAILING , AUTOPARTS AND ACCESSORIES, ENERGY GENERATORS + SOLAR PANELS Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
TODAY’S MINDSET We need to move from inviting customers to
THE FUTURE IS NOT LOGICAL being Invited So What will we be in the future ? BE A DEVIANT
FORGET WHAT YOU ‘KNOW ’ Facebook AirBNB Apple Uber
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9 4 Cornerstones have been identified OUR OPPORTUNITY is to EVOLVE for SCA’s growth strategy DIFM Taking the SCA offer to a wider audience including DIFM DIY DDA Retail Leadership customers: Evolve from leading specialist to category killer in car- Have the best offer 12 - 18 months 18 months + related lifestyle
Disrupt the traditional workshop-based service and repair Service Leadership segment by offering selected fast-fit services at amazing value, with long awaited convenience, from a high confidence brand
Physical and digital user experience that makes SCA top of mind Leadership in Digital Engagement and first port of call for car related lifestyle: products, services, products mechanical services information services knowledge and shared community interest. ‘supplies’ limited supplies go to you no service (longtail online) subscription models appeals to the hard core appeals to ‘mainstream’ - little to appeals to the next gen car buy enthusiast no experience (digital native) Trade Grow full service trade offer HORIZON 1: NOW HORIZON 2: NEXT HORIZON 3: LATER
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1.DRIVING RETAIL LEADERSHIP 2. BUILDING COMMUNITY, CONNECTING SOCIALLY
My Customer Promise (Pam, Angus will share more) (Angus, Matt Logan will share some exciting new initiatives)
I will ensure I visibly champion the customer and share their voice in all I do. RETAIL LEADERSHIP I will support the team in delivering great RETAIL LEADERSHIP customer outcomes.
I will always look for ways to surprise and delight the customer before they think they need it. Team Customer connections Next Generation Stores Academy Team Development WWW.SHARE MY.COM.AU Seamless Digital connections online DIGITAL LEADERSHIP SERVICE LEADERSHIP COMMUNITY Service & Solution Digital Leadership SOCIAL MEDIA ASSET SHARING Leadership SUBSCRIPTION Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
10 3.SERVICE & SOLUTION LEADERSHIP (Angus and Pam will tell you more)
RETAIL LEADERSHIP
SERVICE LEADERSHIP PERSONALISATION
SERVICE BOOKINGS FITMENT & SERVICES Great range, innovation leadership from quality content delivering double digit growth THE WORKSHOPS
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OPPORTUNITY TO EVOLVE THE BRAND DNA FROM ‘CHEAP‘ value products TO ‘SMART’ products, services & solutions . (No we are not changing the brand) today tomorrow
OUR FUTURE MODEL Super CHEAP Auto Super SMART Auto and Mobility Solutions Products Personalised Social mechanics of the car technology for the car or planned trip DIY Social no services Subscription shared services Partnerships solutions ownership Products Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
11 Where do we want to be?
How do we move from inviting customers into our stores, To being invited into our customers lives ?
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TRADE PARTNER FORUM 2016 – MARKETING UPDATE DAVID BAUER 46 Managers Conference 2015 “Accelerate”
How do we get there? Being invited into our customers lives Offer a physical and digital user experience that makes SCA top of mind and first stop for car related lifestyle: products, services, knowledge and shared community interest.
To inspire our customers through understanding Personalised, their passions, needs and wants; providing engaging customer solutions and knowledgeable service in a Context experience, Content relevant and engaging way . tailored to the individual.
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Being invited into our customers lives Barry Scott
Personalised, Alex Luca engaging customer Context experience, Content tailored to the individual. Cathy Herb
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13 Leveraging Club data
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Innovation Lab : Addressing the Future Challenges
• Partnership to develop, test and implement innovation
• Create an internal culture of innovation
• Maintain leadership into an ever changing retail and automotive environment
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14 Being invited into our customers lives
Personalised, engaging customer Context experience, Content tailored to the individual.
15 To be involved… Contact: 2.5 Million Unique Views! David Bauer – SCA Marketing Manager [email protected] (07) 3482 7745
Reece Moger – Content Coordinator [email protected] (07) 3482 7959
or your Category Manager
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16 Being invited into our customers lives Creating a stronger connection through digital
Contact:
David Bauer – SCA Marketing Manager [email protected] Personalised, (07) 3482 7745 engaging customer Janet Bulloch – Promotions Manager Context experience, Content Janet [email protected] tailored to the (07) 3482 7562 individual. or your Category Manager
We are also developing a calendar of key events, and we will be in contact with opportunities for your brands and products. Delivering the “Super Experience”
17 Measuring CX | NPS
Supercheap Auto measures CX via our NPS program. NPS is defined by one question:
“How likely are you to recommend Supercheap Auto to your family & friends?”
Extremely Score 0 = Highly unlikely VS 10 = Highly Likely Extremely unlikely likely Drivers are questions that help us understand more
Driver Statement Competitive Pricing The prices were competitive Responsive Staff The staff were responsive Knowledgeable Staff The staff were knowledgeable Product Availability The products I wanted were offered Customer Needs I am confident that the products I have purchased will meet my needs Ease It was easy to find what I was looking for Store Appearance The store was clean and tidy % Promoters - % Detractors = Net Promoter Score
66%
18 81%
How can we make customers want our tattoo?
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TRADE PARTNER FORUM 2016 – LOGISTICS UPDATE GRAHAM BINGHAM
19 Supply Chain Focus FY17 Supply Chain Focus FY17 – FY20 What are our goals? • Reducing our cost cost to serve across Super Retail Group by $10m+ pa What are we working on? • Step change improvement with our delivery in full on time service (DIFOT) • Network plan for next 3-5 years – Ranging by Distribution centres (EG: Consolidating very slow moving sku’s, Dark stores etc.) What have we been doing? • Distribution Centre’s and Transport • Distribution Centre’s ~30% more productive year on year – Optimising flow of products from source to customer by channel – Planning resource, volume and product flows (reduced/removed premium time) What are we not ready to do right now? – Layout (slotting) simultaneously increased stock at pick while reducing pick path • Primary Freight – Process improvement (EG: cluster picking 6 + orders per pick cycle) – We will not be receiving stock into one DC and then distributing it across our network Transport carriers delivering ~ 25% more cube per pallet year on year – We are not ready to complete factory gate pick-ups on any scale in FY17 • – We will work with compliant trade partners but not force onerous obligations that add cost but are not required – Market review of all carriers and more disciplined scheduling – Optimising routing & reducing non value added movements What we need help with from our Trade Partners? • Trade Partner delivery in full on time from below 90% to above 95% • Working collaboratively – Where can we improve service and/or lower cost? – Sharing information and performance – What fixed costs (EG: DC storage) can we collectively reduce? • Network – What is the “ silly stuff” that adds costs to your business? – Reviewed our current network configuration in light of changing customer requirements – How do we flow stock from source to store more effectively Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
Trade Partner Engagement
• Key SRG Contacts: – Paul Armitage (Supply Chain Planning Manager) • [email protected] – Graham Bingham (GM – Distribution Network) • [email protected]
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Managers Conference 2015 “Accelerate” TRADE PARTNER FORUM 2016 – MERCHANDISING MATT LOGAN
20 Herb Scott Barry Merchandise Strategic Framework
INNOVATION ENABLERS OUR PARADIGM SHIFTS AND NEW Occasions & Shopper Pathways to OPPORTUNITIES Assortment Solutions Mission Purchase New Range Luca Cathy Alex Productivity Extensions Store OUR STRATEGIC PILLARS Digital Clustering Customer Space Multi-Channel Engagement Understanding Management Ranges and On-Line Range and Insight Capability Endless Aisle Cross Chanel Width NPD Launches Private and Inventory and Multi-Channel Trade Direct Exclusive Supply Chain Promotional Range Program Ranges Brands Efficiency Clustering
In-Store Brand Multi-Channel OUR DELIVERY Merchandise Update Presence Offers Store Ease of Multi- Matthew Logan – General Manager Merchandise Layouts Shopping Channel
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Traditional Hierarchical Category Approach moves to Solutions and Occasion based Occasions & Shopper Pathways
Parts & Diagnostics Safety & Adventure Solutions Comfort on the on the Road road Solutions Service & Solutions Maintenance Solutions Caring for Impulse & My Car Gift Giving Solutions Technology Solutions to Enhance Garage & the Driving Workshop Experience Solutions Solutions Store Occasion PLU/Planogram
National Ranging One In-Store Space Segmented Ranging by Space management, pricing, promotions and planning will form an integral part of our retail disciplines to Size Fits All by Allocation by Occasion Occasion & Store deliver, getting us closer to the customer through range development and insights to support range evolution Category & Category Cluster Type and the development of engaging solutions that support in-store occasions . Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
21 On-Line & Trade channels pace of growth will be greater than Bricks & Mortar
2015/16 2016/17 307 Stores 320 Stores 4.3% GROWTH PLAN
60%+ 72% GROWTH growth in PLAN mix
10%+ 15% GROWTH PLAN growth in mix
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What does it all mean How do you Maximise your Opportunity?
What will you need to consider Sales Maximisation Online and Digital experiences must meet or exceed the experience of physical stores. How can your 97.00% $1,600,000 brands play a bigger part, what are you prepared to invest to support customer engagement across channels. 96.00% $1,400,000 Target 95% Clustering will impact range and brands, width and depth as we invest to grow, maintain and decline 95.00% $1,200,000 space across occasions. 94.00% $1,000,000 On-line curation of our endless aisles to provide choice and support new product launches 93.00% $800,000
92.00% $600,000
Range and Brand opportunities across channels to support our growth pillars. 91.00% $400,000
90.00% $200,000 Working Capital hurdles will increase to support improved inventory productivity. 89.00% MISSED REVENUE OPPORTUNITY = $9,097,987 $- Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16
Our instore experience with respect to service, product availability and general hygiene must be Average DIF % Missed Revenue frictionless Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
22 Flexibility over payment terms New supply chain finance platform The Prime Revenue platform allows trade partners to choose when you are paid – from as soon as their invoices are approved. We are moving to Prime Revenue. • We are rolling out a new supply chain finance platform, called Prime Revenue. Buyers Trade Partners • Inviting all trade partners to join the platform. - Improved cash flow - Improved cash flow • Your SRG representative will be in contact to discuss further - Stronger supply chain - Increased invoice visibility - Optimized working capital - Discounted liquidity needs - Off-balance sheet funding - Free to use, no IT investment or Better for Super Retail Group, better for our trade partners. need for new bank account • Prime Revenue offers us the ability to better manage all invoices and payments, especially as we continue to grow. • Consolidating onto the one platform will further improve our efficiency, and give you more flexibility over your payment terms. Funders - Good quality credit • Enables earlier access to cash for you. - Reduced payment risk - Attractive asset pool Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
Win-win for both sides Further information to come Where to find out further information: Super Retail Group Mutual Benefits Trade Partners 1. Handout about Prime Revenue on your table All trade partners on one Provides flexibility over platform Improved cash flow payment terms 2. Your usual SCA key contact will be providing you with further information Greater visibility over cash Improves cash flow and materials about the platform in the next few weeks via email. flows without increasing debt Increased invoice 3. Visit www.PrimeRevenue.com Optimised working capital visibility Free to use, no IT needs investment or need for new bank account 4. Support will be provided by Super Retail Group and Prime Revenue to help you on this journey
5. Contact your usual Super Cheap Auto contact with any queries.
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23 Trade and Digital Team Structure Angus McDonald Trade and Digital Manager [email protected] +61 (0) 418 208 971
Matt Rowse Daniel Crabtree Natalie Mitchell Digital Business Trade Business Services Business Manager Manager Manager [email protected] [email protected] [email protected] +61 (0) 478 478 709 +61 (0) 438 172 933 +61 (0) 7 3480 7540
Online user Aus. trade and NZ trade and experience and Fulfilment product product support capabilities operations support team team ENTER TITLE HERE
• SCA AU & NZ Websites, • Trade program • Development of our eBay, Trademe • Customer orders and Oscar services beyond in-store • Online fulfilment catalogue fitment TRADE PARTNER FORUM 2016 – DIGITAL & TRADE ANGUS MCDONALD • Digital touch-points in-store • Product support for retail team
Trade: Digital: 100% growth on LY 84% growth on LY
• Launched the Trade Direct • Launched 90 minute click and brand collect Seamless experience • Extension of additional across channels services in the Australian • Many extensions in product and market services • Specialised trade team • 30,000,000 visitors throughout FY16 continuing to build and grow this program • NRA Multichannel Retailer of the Year 2016 Continued refinement of our offer this year, with a number of • Power Retail top 100 2016: Top tactical activities underway Automotive Retailer
24 Seamlessly merging the physical and the digital Supercheap Auto club customers who shop across multiple channels, vs. in-store only:
+73% greater spend
Integration between the in-store offer and experience, +4 extra transactions and the digital offer beyond the four walls
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New website live now, many improvements to continue throughout the year
25 Digital Selection Guides • Supporting customer selection at the shelf edge • Redesigned customer journey, improved look and feel, consistent customer experience • Rolling out to a number of additional locations in all stores • Autoi Oscar catalogue data Providing solutions for our customers beyond what we can do in-store
26 Maximising exposure and opportunity for your brands: Endless Aisle • Thousands of extra products online • Great opportunity to expose your full Thank you for your assortment, supporting online and order in-store Maximising Online • Still the highest website traffic in the industry continued support! Exposure • Support connection with rich content, information • New product launches, campaigns and events Vehicle application Oscar cataloguing – vehicle applications need cataloguing to be in Oscar for both customers online, team members & customers in-store
How we will address “Training and knowledge for team?” Supercheap Auto Retail Learning Academy
Vision
• Empowering our Team to meet the changing, evolving needs and expectations of our Customers using a robust, intuitive, user friendly learning platform
Objective • Increased Customer Satisfaction – ‘Customer Super Experience’ • Build a robust e-learning style training, product and team development platform facilitated by the Product Trainer • Build a platform which enables team to engage through self directed learning whilst allowing them to “work the way they live”
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Managers Conference 2015 “Accelerate” TRADE PARTNER FORUM 2016 – RETAIL UPDATE PAM PUGSLEY 108 Managers Conference 2015 “Accelerate”
27 “What are the key strategies for the immediate future?” 4 Corner stones have been identified for SCA’s growth strategy Generation 1- Up until 2006 Taking the SCA offer to a wider audience including DIFM Retail Leadership customers: Evolve from leading specialist to category killer in car-related lifestyle
Disrupt the traditional workshop-based service and repair Solutions & Service Leadership segment by offering selected fast-fit services at amazing value, with long awaited convenience, from a high confidence brand
Physical and digital user experience that makes SCA top of Leadership in Digital Engagement mind and first port of call for car related lifestyle: products, services, knowledge and shared community interest .
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Generation 3 - Store of the Future
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28 The Evolution of In Store Services Fitment Service Launched 2007 Battery Recycling 2009 Oil Recycling 2014 Paint Mixing 2013
Vehicle Diagnostics 2014
Battery Fitment 2015 Services Message Refresh 2015
Fixed Price Car Service launch 2016 Fit What We Sell Launch September 2016
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Providing The Solution Why are we measuring NPS? Repair Kits DIY “They help me fix it” Barry Scott Promoters of our stores… Visit Buy Tell their In Store Repair DIFM more more friends “They do it all for me” Alex Cathy We can use NPS to… Identify and do less of the DDA - Don’t Do Anything Identify and do more of the things that create “They Just Make it happen” things that create Promoters Monica Matt detractors Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
29 In Summary….. NPS – What our customers really think about us ……what we do with the info is what counts! Listen Learn Act
Launch - August 2015 41%
It’s all about the Customer Current - September 2016 51%
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We couldn’t do it without your Support
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Managers Conference 2015 “Accelerate” TRADE PARTNER FORUM 2016 – CLOSE
30 Key Messages and Opportunities We continue to think like No.2 1. Merch – Sales Maximisation, we must improve order fulfilment to meet customer need (NPS net promoter score) Looking to become better Store of the Future customer driven 2. Safety, support us to achieve zero injuries. Quality vs. Quantity Research is ongoing. 3. Customer Centricity training our teams to deliver great experiences. It starts and ends with the Customer 4. Retail – Supporting us in store to empower our teams through knowledge. 5. Supercheap Auto Trade Direct, please support this great growth opportunity. 6. Content we need your help to build Social Digital communities. 7. Online - New Product Launches and Promotions, allowing us to personalise customer connection. 8. Oscar Cataloguing – please work with Auto I to ensure your products are on catalogue. 9. Merch – Working Capital Efficiency, trade finance, inventory efficiency, we need your support. 10. DC – DIFOT and communicating the silly things we do All our teams collaborating will deliver our success. 121 Managers Conference 2015 “Accelerate” Managers Conference 2015 “Accelerate”
As we leave for home this forum 2016 SUPERCHEAP AUTO NZ TRADE Be safe and look after yourself and others PARTNER AWARD RECIPENTS around you, safe travels home and thank you Trade Partner of the Year: DIRECTED ELECTRONICS NZ
Outstanding Endless Aisle Trade Partner: for supporting an outstanding year Outstanding Safety Record: EXEDY NEW ZEALAND LTD KARCHER LTD Retailers Choice: Outstanding Logistics Trade Partner: GUD NZ LTD GRIFFITHS EQUIPMENT LTD Outstanding Trade Partner Gold: Most Consistent Trade Partner: KARCHER LTD ACCENT TOOLS LTD Outstanding Trade Partner Platinum: Most Improved Trade Partner: ILANA ACCESSORIES PTY LTD MONACO CORPORATION Outstanding Trade Partner Diamond: CRC INDUSTRIES (NZ) LTD
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31 2016 SUPERCHEAP AUTO AUS TRADE PARTNER AWARD RECIPENTS
Trade Partner of the Year: ILANA ACCESSORIES Outstanding Marketing Campaign: NULON PRODUCTS Outstanding Endless Aisle Trade Partner: Outstanding Safety Record: TRIDON AUSTRALIA ILANA ACCESSORIES Retailers Choice: Outstanding Logistics Trade Partner: MOTORACTIVE LN MARKETING Outstanding Trade Partner Gold: Most Consistent Trade Partner: FULCRUM SUSPENSIONS SPECTRUM BRANDS Outstanding Trade Partner Platinum: Most Improved Trade Partner: GNG SALES AUSTRALIAN AUTOMOTIVE PARTS Outstanding Trade Partner Diamond: Innovative Product Launch Trade Partner: NULON PRODUCTS GNG SALES
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