CFO Connect
Update from Mark
Hi Team,
As June draws to a close and FY25 concludes, I' m delighted to present our latest CFO Connect Monthly Wrap Up. This edition highlights significant achievements and remarkable progress from the previous quarter, while also detailing new initiatives launching as we embark on our continuous planning journey in F26. We look forward to the new financial year, continuing to fortify our eComX Customer Fulfilment & Operations structure; bringing a little good every day, by creating fresher ways to live better.
Nominations for our 2025 Team Member of the Year (TMOTY) awards for supermarkets commenced on 19th May and were open for 3 weeks. We were delighted to receive over 1300 nominations for Online Leader of the Year and 122 for our Online Delivery Drivers Our CFC TMO campaign, launched on June 2nd and garnered over 500 nominations across all five categories!
W ill b i th h tli ti g process in July, so stay tuned for updates!
We’ ve listened to our teams on tote weights and the position of heavy totes on the trolley when picking. With the safety of our team in mind, we ’ ve collaborated with the Safety team to assess the postural and strength data associated with picking; which has led to a change in how trolley trips are generated. To reduce manual handling strain, totes will now be distributed onto the trolley based on weight and the tote number on the label will serve as the indicator for where each tote needs to be placed on the trolley.
Over the past 10 years, manual handling claims have:
Averaged $20k per claim
Resulted in $6.1M in direct injury claim costs
Incurred $24.4M in hidden costs (training, backfill, morale, etc.)
Led to 191,000 hours lost due to injury-related leave
In June, we launched a POC for the 'Negative Lift Trolley' in 3 sites in NSW and VIC. This trolley enables sites that share their raised inbound loading dock for online fleet truck loading, to use powered equipment to lower the totes onto the truck instead of lifting them down to the driver, in a safer and less fatigue inducing manner. These sites were testing a combination of two different trolleys from two vendors: SAP and Sitecraft. Both trolleys were of slightly different design and these tests were designed to help us understand which vendor to launch in the rest of our network in the future.
UpdatefromMark
InF26,wewilldoubledownonmeetingCustomerneedstodayandinthefuture,throughmoving awayfromOptimalOrderasouroperationalmetricanddeliveraneweComoperationalmetric, CustomerBasketRate(CBR)whichwillfocusinon:CustomerValue&Availability,EfficientOrder Fulfilment&GreatCustomerExperience.CBRthoughtheintroductionofFirstPassPickasa component,willgreatlysupportavailabilitybothinstoreandonlineandsharingtheaccountabilityof thisacrossthetotalstore&siteteams.ThankstoourStore,Site&MetroOperationsTeamswho havelaidthefoundationforasuccessfullaunch,weareexcitedtoexceedourcustomer expectationsinFY26.
InJuly,wearedeploying13In-StoreCollectionRoomstostreamlinethehandoverprocess,shifting itawayfromourServiceDesks.Thisself-serviceinitiativefordeliverypartnerswillallowourteam memberstodedicatetheirfocustoprovidingexcellentservicetoourin-storecollectioncustomers. WearealsopilotingDeliveryPartnerQRcodesinstoreswithhandoverattheServiceDesk.Delivery partnerscannowseetheorderstatusinrealtime,withoutneedingtointeractwiththeservice team.WeanticipatethisnewprocesswillenhanceCustomerWaitTimes,EaseofPickup,and DriverDwellTimes.
Ourcommitmenttodeliveringgreaterconveniencetoourcustomersandsetting ourselvesupforsuccessinthenewfinancialyearremainsourtoppriority.Thank youforyourongoinghardwork,commitment,&resilienceYoureffortsaretruly makingadifferenceaswecontinuetoevolve&strengthenoureComretail businesssupport.
Bestregards, Mark
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