OUR
STRATEGY

Our strategic focus areas are the result of a robust materiality and stakeholder engagement process and each has ambitious targets delivering to the overall strategic intent.

build stronger

MORE PROFITABLE CUSTOMER RELATIONSHIPS

Our customer insights and data will drive and inform all our business decisions as we become a more customer-obsessed Group. To build on this, we continue to enhance our loyalty proposition and offer our customers a connected retail experience.

HOW WILL WE ACHIEVE THIS

  • Deepen our understanding of our customers
  • Lead the market in customer loyalty and increase membership, retention, and spend
  • Build and leverage a single view of the customer, enabling customers to be recognised in real time, with delivery of personalised, seamless service across all our channels
  • Embed customer insights and analytics across the Group as a core competency
 
towards

CONNECTED RETAIL

We are focused on offering our customers a connected retail experience. This entails connecting our customer seamlessly from our physical store to our digital experience, and helping our staff deliver a consistent, brand-aligned customer experience.

HOW WILL WE ACHIEVE THIS

  • Increased focus on the customer and integrated, customer-focused technology to move from a ‘silo-ed’ channel approach to a connected retail experience
  • Define the ideal customer experience by format, channel, and services
  • Digitally transform stores, improving connectivity to enable staff and customers to engage differently
  • Build our digital channels with increasing focus on mobile commerce
  • Balance our future real estate growth with the future demand for online
 
be a

LEADING FASHION RETAILER IN THE SOUTHERN HEMISPHERE

We differentiate ourselves on quality fashion that is relevant to our customers through clearly segmented, design-led ranges and innovation.

HOW WILL WE ACHIEVE THIS

  • Continue to differentiate products that lead the market in quality, innovation, and sustainability, through a world-class supplier base
  • Build fashion credibility by delivering differentiated, design-led ranges
  • Grow our private label brands and actively manage concession brands
  • Strengthen our value proposition
  • Offer the right product, at the right time, at the right place
  • Grow margins through Group sourcing
 
become a

BIG FOOD BUSINESS WITH A DIFFERENCE

We are focused on providing our customers with consistent superior quality, flavour, and innovative food at great value.

HOW WILL WE ACHIEVE THIS

  • Entrench our food authority credentials through freshness, quality, flavour, and innovation
  • Offer our customers a comprehensive but edited range of most-wanted and needed items for every shopping occasion
  • Maintain our strong private label offering with carefully chosen third-party brands that complement our ranges
  • Deliver great value, balancing price with quality, innovation, and sustainability attributes
  • Develop and grow supplier partnerships and utilise these partnerships to differentiate our offering
  • Provide convenience in product, format, and channel
 
drive

SYNERGIES AND EFFICIENCIES ACROSS THE GROUP

A key strategy for the Group is to leverage scale across the southern hemisphere. Through closer integration across business operations, we will drive efficiencies and add significantly to profitability.

HOW WILL WE ACHIEVE THIS

  • Enhance margins through Group sourcing
  • Creation of a single regional corporate structure in Australia
  • Co-location of David Jones and Country Road Group in our Australian head office 
  • Leverage real estate in Australia
  • Leverage and invest in distribution capacity and capabilities to support growth
  • Embed a mindset of continuous improvement in productivity and ongoing cost optimisation
 
embed

THE GOOD BUSINESS JOURNEY THROUGHOUT THE BUSINESS

Our vision is to be one of the world’s most responsible retailers. We will achieve this by entrenching our Good Business Journey programme throughout the Group. Through this programme, we embed sustainability into every aspect of our business model. We have committed to achieving aggressive targets by 2020 and aim to achieve them through focusing on eight sustainability pillars.

HOW WILL WE ACHIEVE THIS

  • Transformation of our business and supply chain
  • Contributing to social development priorities where we operate
  • Health and wellness for our customers and our people
  • Ethical trade
  • Sustainable farming and sourcing of raw materials
  • Reducing waste across our business and helping customers to do the same
  • Reducing water consumption to manage scarce water resources
  • Improving energy efficiency