CFOCon
UpdatefromChris
HiTeam,
Overthepastcoupleofweeks,ourTrade&CIteamspartneredwithEFFNtovisitstores&hear firsthandfromourteams,what’sworking&whatneedstochange.Byworkingshouldertoshoulder withourstoreteams,wegatheredover200observations&63keyinsightsacrosspicking,lastmile, &adminprocesses,helpingusvalidatepainpoints,spotnewopportunities,&shapepractical solutions.
Ahugethankyoutoeveryoneinvolved.Youropenness,collaboration,&willingnesstogetinvolved havehelpedlaythegroundworkforsimplifyingthewaywework&improvehowwedeliverforour customers.
Ialsowanttoacknowledge&thankeveryoneacrossthebusinessfortheirpatience&supportover thepastcoupleofmonths.Iknowthesimplificationworkhasn’tbeeneasy.It’scomplex&involves coordinationacrossmanypartsofourbroaderGroup,butwearemakingsteadyprogress.Somekey decisionshavealreadybeenmade,&we’reworkingthroughothers.We’relookingforwardto sharingmoreaftertheEastertradingperiodaswemoveintoF26planning.
Thisweek’sCustomer&TeamConnecthasbeenagreatreminderofwhythisworkmatters.Aswe focuson:
Availability
Fast&FriendlyService
CelebratingFresh
We’realsoreflectingontheinsightsgatheredduringourrecentfulfilment-focusedstorevisits.Those visitsgaveusadeeperunderstandingofhowoperationalchallengesimpactthecustomer&team experience.Theconnectionisclear,bysimplifying&improvingourwaysofworking,we’rebetter abletoserveourcustomers&maketheday-to-dayeasierforourteams.
IfyoumissedBIGThankYouDayyesterday,there’sstillplentyoftimetorecognisetheincredible workyourteammatesaredoingeveryday,it’snevertoolatetosaythanks.
AquickreminderthatSupportinStoresrunsfromApril12toMay4.Ifyouhaven’talreadyregistered, there’sstilltimetogetinvolved&supportourstores&CFCsthroughthisbusyperiod,including Easter,AnzacDay,&schoolholidays.
Wishingyouallasafe&restfulEasterbreakwithfamily&friends.
Let’srechargeasweheadintothefinalstretchofF25&getreadytodeliver withimpactinF26.Thanksagainforeverythingyoudo.
Chris
OurTeamKey OurTeamUpdate
VOT
WSBU
Online 13
VOT
AfurtherincreaseinourBUadvocacyacrossMarchsawus finishat13%,+4vspreviousmonth&inlinevsLY. NSW/ACTshowingthebiggestimprovementMoMwitha BUof16&thestrongestresultinthelast12months. Ournationalonlineresponserateremainedsteadyin Marchat29%.
CFCBU35
AlthoughwehaveseenadeclineinQ3vsQ2itisimportant tonotewearetrendingupvsLYresults&inlinewithQ1. OurAuburnCFCbegunrecordingtheirfirstsurvey responses.AlthoughasmallsamplesizeastrongBUresult of77wasobservedacrossMarch. PerformanceEnabledmetrics(workload,balance,time) weresomeofourstrongestadvocacyscoresinMarch
Aspartofourcommitmenttolisteningdeeplysothatwecan fosterasupportiveOnlineTeamenvironment,weare conducting1HourVirtualListeningSessionswithOnlineTeam membersacrossselectedSupermarketsStoresinNSW&VIC, inpartnershipwiththeListeningTeam. Findthedetailswithinthestorecommshere.
Asyoumaybeaware,inthe2024AFGEAweincreasedthe minimumcontracthoursforourPTteammembersfrom10hr pwto12hrpw.
‘Thisnewminimumiseffectivefrom23June2025.
Wekickoffstore&CFCactivityonthisafterEaster.WC15/05leaderswill receivedetailsoftheirteammembersthattheywillneedtohavea conversationwith-offeradditionalhourstobringthemtothenewminimum of12hoursperweek.Onaverage,eachstorehasapproximately~15team,& CFChave~190PPTteammemberscontractedforlessthan12hoursperweek. Leaderswillhave4weekstoholdtheseconversations.
OurSafety&FoodSafetyUpdate
ElevateourfocusonSafety
Food Safety
AmessagefromIzzy
Safety
AmessagefromNehal
BuildingFoodSafetyCulture&doingtherightthingwithinoursites& storesisanimportantstepinensuringwedeliversafe,qualityproducts toourcustomers.
ThisisthefirstyearwherewehavetransitionedFoodSafetyreviewsto becompletedbyBSIwhoareanindependentteamofFoodSafety professionals,supportingusinprogressingourFoodSafetystandards. AlloftheCFCshadwonderfulfeedbackfromBSIwhichishuge recognitionofcommitmenttooperationalexcellence-amassivewell done&thankyoutoalltheteamsnvolved!
StaysafetyfocusedthisEaster! Duringthisbusytradeperiod,continuethefocusonraisingsafetyawareness &minimisinghazardstokeepourteammemberssafe.Rememberweare allresponsibleforcreatingasafeenvironmentforourselves&others.. ThismontheComXsafetyteamarepreparingforexcitinginitiativegoinglive inearlyMayatourCFCs.Site360thecontractormanagementsystemwill belaunchedacrossallCFCsfrom1stMayafterasuccessfulpilotat Caringbah.Lookoutforthesiteaccesscontrollertrainingthis monthforthenewsystemforallCFCs.
AmessagefromJane
ItssuchabusytimeoftheyearwithEasterholidays,undertakingQ4commitmentswhilealsoplanning forQ1&FY26.Ourcontinuedcommitmenttokeepingourteam&customerssafeisforefrontofmy team’swork.
IamexcitedtoseethattheCFCHealthyFoundationHubpagehashadanupliftwhichsupportsour focusondoingwhatisrightforourcustomer&teamOuriVerifycomplianceplatformhasbeen updatedtoallowa‘prelaunch’stagewhichpositionsfutureCFCsforoptimalcomplianceasthesite ‘go-live’,&we’vealsorolledoutourCulture&LeadershipDaysacrossourCFCs.TheBetterforeCom TeamQ2Reporthasbeenpublishedwithgreatinsights&actionstoimproveourStoreOnlineTeam& CFCs,pleaseconsidertheseinsightsforyourQ4planning. Myteamsarealsobusysupportingtheprego-livepreparationsforAuburnwithtraining,theLine1 AssuranceProgramincludepaygovernanceaswellasTobacco&LiquorCompliance.
ExtendourleadinConvenience OurCustomerUpdate
Softestcustomersentimentacrossthe24monthtrend:
Furtherdeclineinfulfilmentperformancewasseenacrossstore,last mile,&collectionexperiencecomponents,witheachatthelowestpoint intrend.eComfulfilmentstandardsweredown,withcompletenessof order&packedwithcareeachdownafurther1pt,whilstqualityfruit& vegperceptionsremainverylow.
Advocacywasdowninallcollectionpropositions,aseaseofpickup satisfactionfelltoanewlowpoint.Handoverspeedsatisfactionis significantlyworseonSunday/Monday,&laterintheafternoon/ evenings,asbusiertradingconditionsatpeaktimeschallengesstore teams.DTBNowmarkedanewlowinNPSsincelaunch,down21ptsto 48inMarch.DTB-3pts&Pickup-6ptsalsobothrecordinghistorical lowadvocacyscores.
ThemonthofMarchsawastrong1.7%increaseinOptimalOrder performancecomparedtoFeb.Thispositiveshiftwaslargely attributedtosignificantgainsinOTD,whichroseby1.3%,alongsidea 0.9%improvementinCompleteOrders.Additionally,weobserveda modestbutencouraging0.4%reductioninrefunds,contributingto theoverallpositivetrendforthemonth.
DespitesupplychallengesfromCycloneAlfredinQLD& ongoingeggshortagesresultinginover180,000out-ofstocksthismonth,wesawencouragingimprovements.
FPPincreasedby0.3%,&OOSdecreasedby0.3% comparedtoFeb.
ContinuousImprovement
AmessagefromTina
Easterisfastapproaching&ourteamsarepoisedforsupportingtoexecuteafantasticevent winninginsales&customerexperience.Wehaveanumberoftoolsavailabletotheoperational& supportingteamsuchas;
Directionaldashboardguidancetounderstandwherethekeyopportunitiestosupport availabilityare
eComLeadActivationPlangivingpracticalguidanceforourleadstosupportstores
Easterwallcalendarsenablingteamstounderstandwhattasksneedtobecompletedonthe leadup&quickguidesthroughQRcodes
Dailysupportcallstoensurewecanlisten&reactswiftlytoanychallengesclosertothe event
Withmoresessionsopenfortradethisyearthaneverbefore,wearelookingforwarddriving recordsales&deliveringfantasticcustomerexperience
WehavestartedtotransitionourfleettotrizonetrucksYAYstartinginLidcombe&thenthis monthrollingintoSA.Whatamilestonetofinallybegettingamorelongtermsolutionto maintainingourcoldchaincompliance.Thankstoalloftheteamswhohavebeeninstrumentalin gettingustothispoint&tothestore&CFCteamsforbearingwithuswhileweusedbricks& sleeveswhileproblemsolvingforanewtruck.
Forthosenotfamiliar,G4Siseasilyourlargestcustomerthatisservicedexclusivelyby1sto ServicedviaWoolworthsMountGambierMarketplace,theG4SGrouphavebeenusing WoolworthsatWorkfortheirPrison'sKitchenordersforjustoverayearnow&lookedto expandWaW'soffertotheirCanteenrequirements,virtuallydoublingtheirvolume.
TheMountGambierPrison,alowtomedium-securityprisoninSouthAustralia, hasacapacityof650bedsformainlymaleresidents.Giventhelocation&beingoutof reachfromanyCFC,therewereseveralcomplexitiesinservicingsuchalargecustomerfromasingleStore.
Withabigteamcollaboration,wesuccessfullypicked,dispatched&deliveredthefirstofmanyordersfor Prison'sCanteenrequirementsaswell!Wecouldn'tbemoreproudoftheteam. Hugeshoutout&Thank-Youtoall,whohavemadethispossible.
Connected Members
SupportingrecoveryofsoutheastQLD&drivingEastersales 5xpointsontotalshopMonday31/3-6/4
Drivingex 10xpoints
EDRin-storeflyers:Keepaneyeoutforopportuntiestoassist withembeddingthese,acrossthe44Kteamthatjumpona checkout!ThankstoCheriefortheamazingideaof embeddingsymbolsintotheflyer ��
SPOTIT.SNAPIT.WINIT. Launchedthismonth,acrossth FOSworkjamchannel,itwas greatto seethestoresgettingbehindit havingsomefun!
NewsimplifiedRewardsweeklyperformancereports launching7thApril:BigSHOUTOUTtoJayEvansforallhe workindeveloping,&collaboratingwiththeeComXops teamtoprovidethenewlook&simplifiedweeklyrewards performancereporting!LookoutforweeklyMondayemail
Wehaveanumberofeventstocelebratethismonth
UpcomingAprilBirthdays
JasonKnoll,5th
ChrisPeters,12th
StephenAmbrose,15th
MarkEdwards,17th
JoannaLee,2
AaronHeritag
AmeliaNixon,
JenGiles-Clark,expectingher1stbaby-July Declan’sdaughterScarletwasbornMonday April7 ��
Serviceanniversaries!
DaleFreiberg,5years,April16
eComOps|StoresUpdate
KeyFocusesforApril
GettingitRightforourCustomersforEasterTrade
Thisyearwewillofferourcustomersincreasedavailabilitywithanextra10 sessionsopenacrossEasterweekend.Ourfocusisoncustomerexperience,utilising oureComLeadActivationplantodeliverafullbasket.
RosterHealth
SupportedbyourSupermarketpartners,ouronlineteamsparticipatedinRosterHealth DayforOnlineonApril1st.OureComLeadssupportedstoreswithshouldertoshoulder coachinginoptimalContractbaseModel.Wewillnowworkwithourstoreteamsto closeouttheseactions,creatingoptimalrosterstosupportweekendtrade.
BigTHANKS&TotesGoodtoCraigWoodbury,fordoing awonderfuljobleadingQLDeComteam! WelcomebacktoMeghanBrill,startedbackin QLDeComStoreOpsrole,April1st.
ThisweekwewentlivewithallMetrostores CapacitybybringingMILKRUNintotheCapacity ManagementServicealongsideDeliveryNow&Directto BootNow. xx
Bydoingthis,wewillnotonlyimprovethecustomerexperience,butthisisgoingtobeagamechanger forstores.AllordersexcludingUberEats(ComingSoon)willnowhaveamoreaccuratePickStartTime (PST)&DriverArrivalETA,allowingteamtobetterunderstandwhattimeordersneedtobedispatched thereforeadheringtoOTD&improvingOptimalOrderscores.
Wewillalsobetakingthisopportunitytoemphasizetheimportanceofhavingtherightnumberofteam available&rosteredtobeabletosupportpickingOnDemandOrders. WeareveryexcitedtoseehowthisimprovesteammembersexperienceswhenpickingOnDemand orders&lookforwardtosharingresultsinthecomingmonths.
eComOps|CFCUpdate
BigmonthforourRochedaleteamwhohavecomethrougha seriousweatherevent,withtheaftermathresultingin interruptedsupply&anunanticipatedspikeinvolumes.
I’dliketothankRochedalefortheirresiliencethroughoutthis period&alsofortheircommitmenttoassistingthoseless fortunatebydonationsoffoodthroughOzharvestthat supplied22,000mealstofamiliesdisplacedbythefloods.
CongratulationstoPerrinefromMascotwhowasforthe2ndyearrunning afinalistinBakeroftheyear.Perrinedidn’ttakeoutthetopprizebutyou wereawinnertous!!
TheCFCleadershipteamhadagreatdaytogether,deepdivingourkeyfocusesfor thenextquarter½roster&wagehealth,fresh,availability,teamuplift&volume growthopportunities.Therewasgreatengagement&I’mexcitedtoputourplansinto action.
CFCsCulture&LeadershipDays ��
coverwhatmakesagreatculture,identifiestheareasoftheir culturethatneedswork&re-establishtheirsocialcontract.Ourleaderseachmadeindividualcommitmentsto eachother&totheirteams,activelycommittingtoworking“on”thebusinessinsteadof“in”thebusiness.
Wow,theyearisflyingwearewellintoourEasterTradewithBuns,ChocolatesEggs& GMallacrossthewebsite&merchandisedinourstores.
TheteamhavecontinuedtomakegreatheadwaywithwithTote&Baglabeldesign, nowinPOCphaseacross8stores.Ourstoreteamscontinuetolifttheoverall performanceofWPOnowwiththenationalrateat75,&continuingtoimproveasour storeembedthisprocess.Ondemandteamaredoingafantasticjobworkingtowards asinglepickingque&combinedcapacityacrossourondemandchannels.With Easterfreeze,deploymentwillbealittlequietov enextMonth&Iwouldliketo wishyouallaSafe&HappyEaster.Thanks!
