GROCERY BUYER PERSONAS The SMARTtill Cash Management Solution
GROCERY: BUYER PERSONAS The SMARTtill® Cash Management Solution
VERTICAL: GROCERY Company: Wal-Mart – – – Demographics: Wal-Mart, Kruger, Aldi, Target Retailer of assortment of households and essential products Revenue $612 bn Annual Growth 12 -17: >1% Expected global growth >6. 1% by 2020 (www. firstresearch. com) – – – Employment: 3. 4 Million Stores: 37, 000 Med. Size: 42, 800 sq. ft. Med. Sales Per Week: $384, 000 Average transaction amount: $27. 30 – – – Low price Customer centric One stop shop Core Value:
GROCERY: GOALS – Build sales and profits – Improve department ratings – Increasing customer traffic and satisfaction – Control shrinkage, expenses and payroll – Develop customer loyalty – Develop and implement plans to maximize sales
GROCERY: SWOT ANALYSIS Strengths – Broad array of store formats and products – Strong private label portfolio – Access to multiskilled and flexible workforce – Ability to control stock on hand Weaknesses – High debt load – Food price deflation Opportunities – Expanding organic food offerings – E-commerce initiatives Threats – Competition from mass merchandisers is expected to intensify over the next five years – (Convenience stores offerings, Amazon offerings, etc. )
GROCERY INDUSTRY ANALYSIS (RELEVANCE/IMPORTANCE) Strengths – The industry is more robust than the economy in general. (10%, 47%) – This is a global industry. (25%, 23%) Weaknesses – The industry still faces barriers. (10%, 10%) – The structure of business units could be critical. (46%, 37%) Opportunities – New trade agreements between countries are possible. (51%, 16%) – The industry shows a positive trend. (49%, 58%) – The industry faces a recovery. (28%, 34%) – New trends can increase market size. (41%, 42%) Threats – Automation is an unknown factor for this industry. (47%, 26%) – Price changes are possible. (41%, 51%) – Increasing costs might be possible. (35%, 50%)
2017 TOP GROCERS / SUPERMARKETS
GROCERY: OPERATIONS EXECUTIVE / DIRECTOR PERSONA Personal Background: – Responsible for a multi-billion dollar portfolio in the U. S. – Responsible for executing the retail fundamentals – Leverage executive experience in managing a workforce of over 10, 000 associates – Lead a team’s effort in executing corporate objectives which ultimately helps customers save money – Provide support and overall implementation of Customer Service Strategies through engagement and commitment to the communities that we serve – – Oversees 220 directors and managers Reports to CEO / President of Operations – – – Bachelor of Science: Supply Chain Management, Operation Married Adult children
GROCERY: OPERATIONS EXECUTIVE / DIRECTOR PERSONA Goals -Responsibilities? -What constitutes success? Challenges -Biggest challenges? – Manages all aspects of operations for distributions centers in U. S. & Canada – Develops operating budgets to exceed corporate earnings projection and manages stores operations within budget – Reduces store operation expenses while increasing productivity levels, service quality and inventory accuracy – Responsible for safety, environmental, quality, cost, reliability, engineering, purchasing, materials planning and inventory management of all company facilities and plants – Globalization of interacting and integrating products, people, core competencies to reach global markets and adhere to government standards – Risk of maintaining sustainability of existing practices to future resources – System design in producing quality goods and services in acceptable time frames – Declining labor pool for skilled knowledge workers – Changes in ERP Software – Cyber security – Potential changes in government regulations
GROCERY: VP OF LOSS PREVENTION PERSONA Personal Background: – Guide and lead global teams of directors and managers – Oversee all shrinkage/waste/loss prevention in 1, 000 -10, 000 stores in 40 -50 states and international grocery and supermarkets – Oversees 25 global directors and 120 divisional / regional loss preventions managers – Reports to CEO / President of Loss Prevention – B. S. in Business Administration, Security Management – Married/empty nester – Grandparents to toddlers or preteens – Adult children
GROCERY: VP OF LOSS PREVENTION PERSONA Goals -Responsivities? -What constitutes success? – Be a subject matter expert for company-wide loss prevention and providing thought leadership on loss prevention strategy, monitoring, alerting, and reporting. – Master and create innovative solutions with systems complexity levels that can be used at regional and line levels of business. – Evaluate loss prevention system architecture and ensure the best in class design to building patterns in reporting important findings. Challenges -Biggest challenges? – New and emerging retail technologies are opening new opportunities and new threats to the point of sale and overall store loss prevention activities. – Current and potential legislations. – Cyber Security. – Shrinking budgets, preventing cash loss and implementing cash loss solutions.
GROCERY: DIRECTOR OF LOSS PREVENTION PERSONA Personal Background: – Responsible for the development of all Asset Protection strategy, store programming and Home Office Operations – Responsible for 1, 500 Stores (Supercenter and Neighborhood Markets) on East/West Coast of U. S. and Puerto Rico – Analyze financial results, shrink data, operational assessments, and LP metrics to identify trends and develop team strategies to improve execution – Achieves regional level shrink goals by implementing and driving shrink strategies and initiatives analyzing and monitoring inventory management processes – – Oversees all Asset Protection, Safety and Security operations Oversees a field asset protection team of 180 multi-unit managers Oversees 4, 300 store level manager and hourly asset protection work force Reports to VP of Loss prevention – Bachelor of Science Degree: Security, Business, Management – Married with teenagers
GROCERY: DIRECTOR OF LOSS PREVENTION PERSONA Goals -Responsivities? -What constitutes success? – Maximize profits by reducing shrinkage. – Make provisions to stop store lifting. – Develop a system within the retail store that discourages store’s employees to steal any merchandise. – Analyze the store’s records continuously to expose any type of internal fraud and/or accounts discrepancies. – Reduce merchandise shrinkage within the retail store. Challenges -Biggest challenges? – Budget to adequately invest and allocate to innovative. technologies that are not currently available for loss prevention. – Cash reconciliation time and shrinkage at the point of decision monitoring. – Cost of visible investigations into cash shrinkage irregularities.
QSR: BUYER PERSONAS The SMARTtill® Cash Management Solution
VERTICAL: QSR – Company: Mc. Donalds – – Mc. Donald’s, Chipotle, Wendy’s, KFC, Starbucks, Taco Bell, Burger King, etc. Fast food restaurants feature a common menu above the counter and provide no wait staff. Customers typically pay before eating and choose and clear their own tables. Annual Revenue: $190 BN Growth rate: 2. 5% – – Business: 270, 000 Franchises: 187, 000 Employment: 4 Million Medium Size: 1, 400 – 4, 300 sqft. – – Price sensitive Speed of service Quality of food Cleanliness – – Demographics: Core Value:
QSR: GOALS – Streamline operations – Improve customer experiences throughout franchises – Cost-efficient solutions to manage product inventory, ordering and operation – Increase annual profitability targets and forecast – Increase franchises and improve locations – Lower operating cost – Brand awareness strategy achieved
QSR: SWOT ANALYSIS Opportunities Strengths – – – – Largest fast food market Brand recognition $40 billion $2 billion advertising budget Locally adapted food menus Partnerships with best brands >80% of restaurants owned by independent franchisees. Weaknesses – – Negative publicity Unhealthy food menu Mac Job and high employee turnover Low differentiation – – Increasing demand for healthier food Home meal delivery Full adaptation of its new practices Changing customer habits and new customer groups – The long-term strategy of most major chains involves international expansion Threats – Fierce price-based competition will place increased emphasis on product development – Operate in a slow-growth environment, Saturated fast food markets tread towards healthy eating – Currency fluctuations – Lawsuits
QSR INDUSTRY ANALYSIS (RELEVANCE/IMPORTANCE) Strengths – The industry shows a strong relationship with suppliers and partners. (58%, 50%) – We see low barriers of market entry. (37%, 45%) – The industry has unique products. (10%, 53%) Weaknesses – We see long adjustment periods in this industry. (44%, 25%) – The structure of business units could be critical. (35%, 52%) Opportunities – The industry shows a positive trend. (16%, 39%) – New products and services are possible. (36%, 34%) Threats – Technological changes are affecting the industry. (32%, 40%)
2017 TOP QSR STORES
QSR: OPERATIONS EXECUTIVE / DIRECTOR PERSONA Personal Background: – – Drive restaurant performance and managing field support Protect the brand uphold standards through audit measurement of restaurant operations Ensure supply availability, while limiting product liability and promotion readiness Audit program restaurant operations (brand standards and food safety) – – – Support 1300+ stores, 8 regional directors in personal and business development throughout the Northeast corridor Manage and support field program to drive restaurant operations execution in US overseeing 500 managers Reports to CEO – Bachelors of Science: Business, Operations, Supply Chain Management – – Married College kids
QSR: OPERATIONS EXECUTIVE / DIRECTOR PERSONA Goals Responsibilities? What constitutes success? – Improve food cost – Implement food safety and restaurant LP strategies – Create procedures and processes to provide physical safety and security to patrons and employees Challenges Biggest challenges? – Measuring, monitoring and managing food cost – Turnover – Companywide shrinkage – Controlling waste in restaurants – Maintaining a successful food service location
QSR: VP OF LOSS PREVENTION PERSONA Personal Background: – Develops, analyzes, and evaluates store and DC systems, processes, and loss prevention program development – Works with operations team to analyze and improve the existing cash management system – Oversees field (stores & distribution center) and corporate initiatives to control losses associated with inventory shrinkage, public liability, late or missing deposits and loss related expenses – Oversees, directs, and evaluates field activity to assume optimal productivity and compliance to loss prevention and field operation initiatives, programs and procedures – Develops, implements and analyzes audit plans and inventory control plans for identified target markets – Oversees project proposals for the loss prevention team to ensure cost control and cross functional collaboration – Reports to VP of Operations – Develops and oversees the education of Divisional, Regionals, District Managers on expense control, audits, legal regulatory matters involving the investigation of integrity issues, public liability and minimizing risk – Provide Leadership to the 4 sub-departments driving the Asset Protection Department – Bachelor of Science: Business, Criminal Justice, Security Management – POS Systems & Store operation procedures knowledge – Married – Adult children
QSR: VP OF LOSS PREVENTION PERSONA Goals Responsibilities? What constitutes success? Challenges Biggest challenges? – Find ways to reduce margins and extract labor cost from regional franchises – Find cost-effective solution to shrinkage, theft, robbery-reduction and a life-safety enhancer at franchises – Time-consuming count of all bills and coins, with cash registers being recounted – Employee turnover – Internal cash shrinkage – Cyber security – Criminal activities in and around franchise locations
QSR: DIRECTOR OF LOSS PREVENTION PERSONA Personal Background: – Develop and administer comprehensive life safety, asset protection, investigations, and auditing programs for franchisee restaurants in 13 operating companies. – Identify potential for loss and develop strategies to eliminate it – Review all available business information for indications of fraud, violations of company policy, and poor performance. – Conduct research and investigations, and recommend action plan and improvement steps. – Responsible for the overall security matters for Mc. Donald's Corporation owned (Mc. Op. Co) restaurants, Regional and Divisional offices – Design and implement security strategies, programs, and initiatives which protect employees, customers, brand, and assets while achieving business objectives – Manage a team of high-performing direct reports toward achievement of company business objectives – Provide leadership to managers at Franchises with approx. 325 Taco Bell and Pizza Hut (YUM! Brand) and 73 IHOP (Dine Equity) restaurants in 13 operating companies – Lead and develop a team of Regional Security Managers throughout the Eastern United States – Oversees regional and divisional franchise loss prevention managers in 230 franchises – Reports to VP of Loss Prevention – Bachelor of Science: Business Management, Criminal Justice – Married – Young Children
QSR: DIRECTOR OF LOSS PREVENTION PERSONA Goals Responsibilities? What constitutes success? – Reduce risk to acceptable levels at an acceptable cost – Inspect IT technology and figure out what projects will make people more efficient, make processes better – Increase profitability through reducing regional and divisional cash shrinkage Challenges Biggest challenges? – “Restaurant theft continues to be one of the larger contributors to a restaurant or food service location's overall loss” – Turnover rate is high in fast food employment – Maintaining uniformity at every franchise – Internal theft – Controlling Industry-wide POS shrinkage increases
CONVENIENCE: BUYER PERSONAS The SMARTtill® Cash Management Solution
VERTICAL: CONVENIENCE Company: Super America – – – – Demographics: Core Value: – – – – 7 Eleven, Marathon, Speedway, Casey’s, BP America, Chevron, etc. Offer speed of service to time-starved consumers who want to get in and out of the store quickly Shoppers recognize this channel of trade for its convenient locations, extended hours of operation, one -stop shopping, grab-and-go foodservice, a variety of merchandise and fast transactions. Sales: $550 Bn Revenue: $27 Bn Employment: 930, 000 Stores: 154, 535 – From 360 - 8000 stores owned by one brand – 12 -45 states Yearly Growth rate: . 2% Stores selling fuel: 124, 000 – Stores with QSR: 31, 030 Med. Size: 5, 000 Sqft Stock at least 500 SKUs 24 hours, 7 days a week Target: Upper middle class and middle class people Positioning: modern, busy consumer for round-theclock convenience.
CONVENIENCE: GOALS – Increase demand internationally – Make cost structure more dynamic for profitable returns – Enhance the execution of food service programs – Improve customer experience – Reduce operating cost and increase operational efficiency across all stores – Build scale and launch comprehensive enterprise-improvement programs – Streamline brand awareness throughout industry – Meet and exceed profitability expectations – Increase healthy food choices for customers
CONVENIENCE STORE: SWOT ANALYSIS Strengths – Only store to be open round the clock – Offers wide range of services including couriers domestic and international, PVR movie tickets, Air, Rail & Bus tickets, drop boxes for payments or various services – Low labor cost of skilled employees Good brand presence and service offerings – – High growth rate Domestic market Weaknesses – – – Brand portfolio High loan rates are possible Turnover around 35% Opportunities – – – Global markets Despite falling cigarette sales, greater focus on convenience and fresh food will help boost industry revenue and profitability Acquisitions have helped major operators reduce costs and enter new regions with relative ease Threats – – – Tax changes Increasing rates of interest Cash flow Financial capacity Increasing competition in fuel and between supermarkets and convenience stores primarily price-based
CONVENIENCE STORE INDUSTRY ANALYSIS (RELEVANCE/IMPORTANCE) Strengths – The industry shows a strong relationship with suppliers and partners. (25%, 28%) – The industry is more robust than the economy in general. (25%, 32%) – We see low barriers of market entry. (16%, 50%) Opportunities – Global markets are available. (16%, 22%) Threats Weaknesses – There might be a lack of strategic relationships. (48%, 13%) – Industry faces government regulations. (27%, 25%)
2017 TOP CONVENIENCE STORES
CONVENIENCE STORES: OPERATIONS EXECUTIVE / DIRECTOR PERSONA Personal Background: – – Conducts data analysis and manages exceptions on all facets of business to deliver on operating priorities Develops and implements programs to move the business forward at both a strategic and tactical level – Establishes operational standards, strategic planning and execution to enhance profitability, productivity and efficiency throughout the company’s operations – Develops and leads successful teams to establish cross-functional capabilities to achieve strategic goals and enhance profitability – Lead day to day operations of over 1600 hundred stores across five states with indirect management of 10 Region Directors Operates over 750 convenience stores in 3 states Strategic driver in integration and assimilation of Convenience Retailer’s merger including 320 company operated stores, 55 fee operated sites, 200 dealer locations and 6 restaurants – – – B. S. Business Management M. S. Business Admin Married Teenage children
CONVENIENCE STORES : OPERATIONS EXECUTIVE / DIRECTOR PERSONA Goals -Responsibilities? -What constitutes success? Challenges -Biggest challenges? – Focus on continuous improvement and an ability to translate strategic objectives into business growth opportunities – Implements improved processes and management methods to generate higher ROI and workflow optimization – “Meet or exceed $651 million in inside sales and over 698 million gallons” – Successfully increase sales and reduce expenses by designing/implementing high impact operational, and change management strategies” – Internal theft – Employee Turnover – Credit card fee – “Uncertainty in fluctuating fuel prices” – “FDA control tobacco and electronic cigarettes” – “Labor cost legislations”
CONVENIENCE STORES: VP OF LOSS PREVENTION PERSONA Personal Background: – Directs the overall leadership of the Corporate, Field and DC Loss Prevention and Safety teams in safety, physical security and protection of company assets, workers compensation and fire prevention programs – Responsible for managing all aspects of loss prevention/asset protection, risk management/insurance programs, all claims handling (both internal and external), security and safety, store merchandise/cash audit. – Builds effective relationships within the Field, Supply Chain and Corporate Support that can that allow for the organization to achieve the common goals of shrink reduction – Drive sales and maintain workplace safety for our associates and guests – Profitably manage these competencies both at the headquarters level and store operations field level – – Directed/managed activities involving 62 field loss prevention professionals Responsible for 300 company and dealer operated retail convenience stores located in the Mid-Atlantic region Reports to the VP of Operations Decision Maker – – B. S. Business M. S. Business Administration Married Adult Children
CONVENIENCE STORES: VP OF LOSS PREVENTION PERSONA Goals -Responsivities? -What constitutes success? – “Develop a cost effective solution to ensure a consistent presence in all store locations enables a retailer the opportunity for increased profitability” – Bring a more detailed perspective on the industry trends, programs and global concerns and collective knowledge and expertise to help all their franchisees succeed – Continue to increase bottom line earnings and profitability, year after year Challenges -Biggest challenges? – Global cash management reconciliation – Shrinkage at the POS – Internal theft – Cyber security breaches – Protect and safety to physical stores and shoppers
CONVENIENCE STORES: DIRECTOR OF LOSS PREVENTION PERSONA Personal Background: – Established track record in the design and implementation of successful bottom-line profits, security and loss prevention programs – Coaching, training, support of direct reports, business leaders, managers and front-line employees on loss prevention opportunities and security threats which mitigates risk – Expert with emerging loss prevention and security technologies to include XBR, POS Integration, CCTV IP migration and Smart Safe Technology – Establish, nurture, and maintain cohesive relationships with internal and external resources such as federal, state, and local law enforcement agencies to optimize cooperation and goal attainment – Provide leadership, development, and guidance for a team of loss prevention professionals that include seven regional loss prevention managers and 25 market investigators in the Texas and Oklahoma markets consisting of 315 locations that have a contribution of two billion in sales to the company. – Day-to-day decision maker – Reports to director of loss prevention – Bachelor of Science: Business, Criminal Justice, Retail Security – Married – Adult Children
CONVENIENCE STORES: DIRECTOR OF LOSS PREVENTION PERSONA Goals -Responsivities? -What constitutes success? – “Maintaining proper inventory controls and focusing on the prevention of losses due to theft, errors and waste to realizing adequate profitability” – Successfully utilize problem-solving skills and extensive training in and knowledge of employee safety procedures and merchandise security Challenges -Biggest challenges? – Come up with solutions for dealing with difficult customers at the POS – Theft within organization – Cash management and expense control – Cash reconciliation time and accuracy – Budget for adequate security technology for checkout lanes asset protection
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