terry murphy - eiseverywhere.com · operations adapting to changes in customer behaviour an omni...
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DHL – Excellence. Simply Delivered.
Director, National Distribution Centre Operations
John Lewis
May 4th 2017
DHL Innovation Center
TERRY MURPHY
OperationsOperations
Adapting to changes in Customer behaviour An Omni Channel Retailer’s Experience
Terry MurphyDirector of National Distribution Operations, John Lewis
An introduction to John Lewis
• 46 Department Stores throughout the UK
• 38,000 Partners, each one a co-owner, part of the John Lewis
Partnership
• Established in 1864
• 8 International Locations
• 2016 Sales £4,741m
• 350,000 SKUs
• 346 Waitrose Branches, also part of the John Lewis Partnership
The modern customer is increasingly demanding
I want speed
I want to change my mindI want convenience
I want choice
16
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
2010 Q1 2010 Q2 2010 Q4 2011 Q1 2011 Q3 2011 Q4 2012 Q2 2012 Q3 2013 Q1 2013 Q2 2013 Q4 2014 Q1 2014 Q3 2014 Q4 2015 Q2 2015 Q4 2016 Q1 2016 Q3
Standard Click & Collect JL Click & Collect WR International Named Day / Next Day Pre 10.30am Collect Plus Named Day Evening
Orders by proposition – 2010-2017
Looking Ahead
• Continued growth of Online – And
• Shops will provide more than a means of transacting
with customers – they will offer a role in building
lifetime relationships
• Increased personalisation – The Shopping Experience
• Human and Digital – Extending the Brand relationship
• 3 more Shops in the pipeline....