Albert Heijn Online. Selma Postma General Manager Albert Heijn Online

Transcription

1 Selma Postma General Manager 1

2 Ahold Delhaize s flagship in online grocery: ah.nl Source: Ahold Delhaize Capital Markets Day December

3 Albert Heijn Overview of operating unit Supermarkets E-commerce Smaller formats #1 #1 #2 Also products from #1 Pick up point for ah.nl & #6 3

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5 More than 30 year in online grocery business Ahold acquires James Telesuper Appie for iphone Mobile ordering Appie app for Tablet Subscription Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Mobile ordering Albert.nl launched OneAH (ah.nl) Launch Pick up Points Selfscan Instant deliveryd 5

6 Orders ah.nl tripled over past 4 years >20% (CAGR 12-17)

7 Our customers needs are changing 7

8 Our customers needs are changing 8

9 Our customers needs are changing Health Disruption 9 ah.nl

10 Our customers needs are changing 10

11 Fast growing online grocery market in The Netherlands 7% 6% Assumption % 5% 4% : Market: +51% growth from 1.7% to 2.5% 6% 5% 4% 3% 2% 1% 0% 3% 2% Assumption 2016 LTP 2016 estimate 1% LTP 2017 estimate Actual 0%

12 Proposition 12 ah.nl

13 Our proposition 13

14 Your groceries delivered right into your kitchen Your groceries delivered to your kitchen And we take your empty crates and bottles with us Delivered when it suits you Every day from 7h to 22.30h. And you never have to wait Delivery right into the kitchen Service with a smile We are always there for you, often with small surprises Strict ID check procedure for alcohol orders One stop shop with Albert Heijn, Etos and Gall&Gall All the groceries you need, from affordable to luxurious Fast and easy ordering A personalized app and ah.nl, to quickly find your favorites Inline We take all your returnable goods and settle them right away We serve you everywhere: delivery, customer service and in-store Coverage 86% of Households in The Netherlands 14

15 Delivered when it suits you Delivery when it suits you Every day from 7h to 22.30h. And you never have to wait Service with a smile We are always there for you, often with small surprises One stop shop with Albert Heijn, Etos and Gall&Gall All the groceries you need, from affordable to luxurious Deliver from 7 AM until 10 PM Fast and easy ordering A personalized app and ah.nl, to quickly find your favorites We offer 90 delivery slots weekly Inline We serve you everywhere: delivery, customer service and in-store Track & Trace and text notification 15

16 Service with a smile Service with a smile We are always there for you, often with small surprises One stop shop with Albert Heijn, Etos and Gall&Gall All the groceries you need, from affordable to luxurious Fast and easy ordering A personalized app and ah.nl, to quickly find your favorites We offer free samples and surprises Inline We serve you everywhere: delivery, customer service and in-store Call center takes immediate care of potential delivery errors Our delivery employees and customer service are highly appreciated by our customers 16

17 One stop shop with Albert Heijn, Etos and Gall&Gall One stop shop with Albert Heijn, Etos and Gall&Gall All the groceries you need, from affordable to luxurious Fast and easy ordering A personalized app and ah.nl, to quickly find your favorites Inline We serve you everywhere: delivery, customer service and in-store SKU SKU SKU SKU SKU

18 We serve you everywhere, what you want and how you want it In store: In >900 stores Pick up: As of 2.50 Min order: 0.00 Within 15 hrs Home delivery: As of 2.50 Min order: Within 15 hrs Instant delivery*: As of 5.00 Test Within 2 hrs 18

19 Our operations, everyday perfect orders 19 ah.nl

20 Efficient operational model, leveraging AH supply chain Outbound Infrastructure enables standardized way of working for all processes Different obtainment methods for customers (B2B - B2C - PUP) Inbound 90% of inbound replenished from Albert Heijn supply chain 10% via direct delivery, fully integrated in our order flow Consequently low stock levels All inbound on rolling load carriers 20

21 And leveraging Albert Heijn s replenishment Replenishment Monitoring Warehouse Demand Forecast Warehouse demand forecasting Store Demand Forecast Store demand forecasting Customer Demand Forecast Customer demand forecasting Warehouse Order Stock Level Store Order Stock Level DC Store Delivery Delivery Sales 21

22 Low capex model, best in class productivity serving 86% of NL 4 Home Shop Centers (HSCs) 4 National centers Non-perishables Frozen Fresh Bake-off (3P) 17 HUB s Serving: 86% of Dutch HHs with Home Delivery 22

23 Delivering great quality fresh food AH.nl gets fresh directly delivered to the Home Shop Centers 2 times per day Average fresh inventory value AT 0.7 days AH.nl guarantees a cool chain of 13 hours after leaving the fresh area at the HSC Fresh is 56% of total sales Certified by external auditors (ISO, Loyd s) Frozen, fresh and perishables transported to the customer in product specific containers 23

24 >98% on time via real time delivery tracking and steering 24

25 Fast and easy shopping 25 ah.nl

26 We are where the customer needs us 26

27 Web and App 27

28 Fast and easy ordering Fast and easy shopping A personalized app and ah.nl, to quickly find your favorites Inline We serve you everywhere: delivery, customer service and in-store 1 Personal offers Predict my list What s for dinner Add recipes while shopping Testing customer preferences 2 Provide additional help Provide weekly meal sollutions 3 28

29 Extra value and extra convenience by using customer data The value of personal promo The convenience of predict my list 29

30 Easy shopping online 30

31 Inline Easy Shopping in store We serve you everywhere: delivery, customer service and in-store Order where you want to Get inspiration and information in store Add recipes to your list while shopping 31

32 Fast and easy shopping at third party sites 32

33 Fast and easy shopping at third party sites 33

34 Testing connection with smart devices to make life easier for our customers 34

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36 Cautionary notice Forward-looking statements This communication includes forward-looking statements. All statements other than statements of historical facts may be forward-looking statements. Words such as purpose, build, bringing, every day, promises, invest, fund, drive, are, innovative, do, earn, take, win, on track, is accelerating, ambition, 2018, 2019, 2020, estimated, are changing, growing, proposition, delivered, delivery, never, always, serve, have to, offer, takes care, consequently, best, gets, on time, or other similar words or expressions are typically used to identify forward-looking statements. Forward-looking statements are subject to risks, uncertainties and other factors that are difficult to predict and that may cause actual results of Koninklijke Ahold Delhaize N.V. (the Company ) to differ materially from future results expressed or implied by such forward-looking statements. Such factors include, but are not limited to the risk factors set forth in the Company s public filings and other disclosures. Forward-looking statements reflect the current views of the Company s management and assumptions based on information currently available to the Company s management. Forward-looking statements speak only as of the date they are made and the Company does not assume any obligation to update such statements, except as required by law. Ahold Delhaize is one of the world s largest food retail groups and a leader in both supermarkets and e-commerce. Its family of great, local brands serves more than 50 million customers each week in 11 countries. Together, these brands employ more than 370,000 associates in more than 6,500 grocery and specialty stores and include the top online retailer in the Benelux and the leading online grocers in the Benelux and the United States. Ahold Delhaize brands are at the forefront of sustainable retailing, sourcing responsibly, supporting local communities and helping customers make healthier choices. Headquartered in Zaandam, the Netherlands, Ahold Delhaize is listed on the Euronext Amsterdam and Brussels stock exchanges (ticker: AD) and its American Depositary Receipts are traded on the over-the-counter market in the U.S. and quoted on the OTCQX International marketplace (ticker: ADRNY). For more information, please visit 36