EZIBUY GM Supply Chain Dave Hughes

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  • Background: Been in Retailing 15 years, and fashion for 12. I’ve covered the disciplines of IT, Customer Insights and Analytics, Merchandise Planning, Sales, Logistics and warehousing
  • Retail historically clearance – catalogue was used to grow the business
  • Customers are savy – they buy across multiple channels
  • Mix 70/20/10 between the metrics
  • Only develop something that gives competitive advantage
  • Ezi Returns
  • EZIBUY GM Supply Chain Dave Hughes

    1. 1. A brief intro…EziBuy is an omni-channel retailer offashion and home décor.• 3m orders processed per annum• 1000 staff• Next day delivery NZ/2 day AU• Sells to 35-55 year old females• Use catalogues (4bn pages) to drive sales
    2. 2. A brief intro…Direct selling has been at the core for EziBuyeven from humble retail beginnings…
    3. 3. Evolution of EziBuyRetailCatalogueMulti ChannelOmni Channel
    4. 4. So what drives success…
    5. 5. Customer Base• RetentionThe most important customer metricMost profitable component of the base• AcquisitionCost per lead/acquisition and conversionrates by channel and media type3 orders to consider customer active• ReactivationCost effective marketing in your own base
    6. 6. Customer BasePromotional OutcomesChannel preferenceMonetary clusterMarkdown productProduct & brand affiliationThe Metrics (RFM)Frequency of purchaseTime since last orderAverage order valueAnnual customer spendAverage selling priceItems per saleCheck out www.multichannelmerchant.com
    7. 7. TechnologyRetail Systems Insights and Reporting SystemsFinance SystemsMarketing SystemsCall Centre SystemsPayment SystemsHuman ResourceSystemsE-Commerce SystemsMerchandisingSystemsSupply ChainSystemsWarehouse Management SystemsRetail MiddlewareEnablerSAPSAP IDOCSDeskbankDPSSCCSSAIPWarehouseManagementSystemMaxshop WebsiteBSMOne FormWonderEnabler CustomerChange GatewayEnablerBack OfficeHOSFile SpilterEnabler PortalEnabler POSPAFReturnsPlatoSmartmailEnable CustomerBalance ImportSAP BWStocktakeMediation ApplicationRight AddressCustomer AttributesMax Web GatewayPricePlanningToolSAP Picommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withEnabler Servicescommunicates withcommunicates withcommunicates withEziBuy WebsiteFredHopperWeb Extractorcommunicates withData LiberatorMicrostrategycommunicates withcommunicates withPaypalGiftcardBank SystemsWestpac BankingSystemscommunicates withGoDataFeedcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withSAP ECC6Payglobalconstitutes constitutesconstitutescommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withcommunicates withSAP OrderFurfillmentcommunicates withcommunicates withcommunicates withcommunicates withCCEAvaya PhoneSystemcommunicates withWEP CRMcommunicates withcommunicates withResponsyscommunicates withcommunicates withSAP Master DataWEPServicescommunicates withPayment GatewaySweetdeals StaffPortalcommunicates withcommunicates withcommunicates withcommunicates withDC Printingcommunicates withPick DirectorRoute DirectorIDS Live Chatcommunicates withcommunicates withIP Phonescommunicates withcommunicates withcommunicates withEziBuy ProductCurrent Pricescommunicates withEziBuy WebGatewayDesign Mastercommunicates withcommunicates withcommunicates withcommunicates withSAPBAPIManifestForteEziBuy APINext Systemscommunicates withcommunicates withNotificationscommunicates withSAP FinancialsSAP Retailcommunicates withcommunicates withPeople Counterscommunicates withcommunicates withcommunicates with
    8. 8. Technology• E-com is technology – get used to spendingmoney on this stuff• There is no one stop enterprise solution -balance development vs off the shelf• Be clear on the objectives of systems andensure speed to market is not compromised• Omni-channel customers won’t tolerate a lackof CRM
    9. 9. Supply Chain• Faster and cheaper convenience is our motto• Speed of delivery is being seen as a local wayto combat international players• Free delivery remains a global challenge
    10. 10. Returns• Best practice is simplicity for customer• Speed of service is key• Customers who don’t return have a higher riskof churn
    11. 11. Customer Service• Culture of serviceWe never let the customer down• Proactive and upfront issue management• Direct contact increases engagement
    12. 12. Product• Proprietary Brands provide the base• International brands supported via Dropship
    13. 13. Insights• We have a team of 5 analysts focused ondelivering decision support from the data• Drives decisions across the whole business• Current focus is to optimise the catalogue costto sales ratio
    14. 14. Key Outtakes• Speed of execution• Total customer focus• Culture of service• People
    15. 15. And finally…Shop online anduse the promo code DHLreceive free delivery (expires midnight)

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