Marks And Spencer Group Plc · LSE:MKS
Marks And Spencer — Investor Presentation (June 2017)
24 slides from Marks And Spencer's investor presentation, Jun 7, 2017
Slide 1: Customer & Shopping Experience
CUSTOMER & SHOPPING EXPERIENCE SHAREHOLDER PANEL 7 JUNE 2017
Slide 2: Building a Profitable, Sustainable M&S
BUILDING A PROFITABLE, SUSTAINABLE M&S Recover Continue UK store Organisation & Customer & and grow International to grow estate Cost Brand Clothing Food & Home Financial Plan
Slide 3: The M&S Customer
THE M&S CUSTOMER NATHAN ANSELL, GLOBAL CUSTOMER INSIGHT DIRECTOR
Slide 4: Listening to Our Customers
LISTENING TO OUR CUSTOMERS 700,000 Customer External Data Interviews Consumer Internal Analytics Barometer
Slide 5: Customer Driven
CUSTOMER DRIVEN 32 million customers 50+ 38% 23% 40% Shop Food and Female Male Under 35 Clothing & Home Core customer front of mind
Slide 6: Changing Behaviours
CHANGING BEHAVIOURS In a challenging market, customer behaviour is changing Clothing Food More style conscious Shopping for today Value savvy Prioritising health Using multiple channels Eating out Shopping multiple retailers Demanding convenience Expecting personalisation Tailored products It’s abou
Slide 7: Evolving Our Shopping Channels
EVOLVING OUR SHOPPING CHANNELS STEVE ROWE, CHIEF EXECUTIVE
Slide 8: What It Means for Retailers
WHAT IT MEANS FOR RETAILERS Multichannel Convenience Experience Talent Shopping
Slide 9: Channel Priorities
CHANNEL PRIORITIES UK store estate plan Simply Food growth opportunity Improve experience in store and online International partnership model
Slide 10: UK Store Estate Plan
UK STORE ESTATE PLAN Clothing & Home Food over five years Close & Reduce 250 new Relocate & Open stores by 19/20 Net 60 fewer stores: 25% churn, 10% less space Changes in over 100 locations
Slide 11: UK Store Estate Programme – Clothing & Home
UK STORE ESTATE PROGRAMME – CLOTHING & HOME Relocations New Location Openings Space Change
Slide 12: Improved Clothing & Home Layout
IMPROVED CLOTHING & HOME LAYOUT Easier Navigation More Inspiration Clearer on Price More flexible space
Slide 13: Simply Food Growth Programme
SIMPLY FOOD GROWTH PROGRAME 68 New Simply Food locations
Slide 14: Enhance Multichannel Experience
ENHANCE MULTICHANNEL EXPERIENCE Delivery Honeywell Device More Collection Universal App Proposition in Stores Points
Slide 15: Moving Forward
MOVING FORWARD Rebalance c.50 stores to Open c.90 new Simply Extend Delivery options growth areas Food stores Improve availability & London Opportunity Food Online choice in smaller stores
Slide 16: In Store Experience
IN STORE EXPERIENCE JO MORAN, HEAD OF CUSTOMER SERVICE & SACHA BERENDJI, RETAIL DIRECTOR
Slide 17: Investing in Our People
INVESTING IN OUR PEOPLE OVER 3,000 EXTRA FOCUS ON AREAS THAT LEADING REWARD COLLEAGUES MATTER PACKAGE IN RETAIL
Slide 18: Making Every Moment Special
MAKING EVERY MOMENT SPECIAL pa ——s 2
Slide 19: Showcasing Our Expertise
SHOWCASING OUR EXPERTISE
Slide 20: Experience
EXPERIENCE
Slide 21: Our Role in the Community
OUR ROLE IN THE COMMUNITY
Slide 22: Customers Are Noticing the Difference
CUSTOMERS ARE NOTICING THE DIFFERENCE “I just wanted to tell you how amazing one of your bra fitters “Julie is an asset to M&S and “Massive thank you to Les for is. Alison has measured all we will never forget the service helping me select a suit! It was three of my daughters for their she gave us t
Slide 23: Summary
SUMMARY STEVE ROWE, CHIEF EXECUTIVE
Slide 24: EST. 1884
EST. 1884
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