CFOConnect
UpdatefromChris
HappyNewYearTeam!
Ihopeyouallhadarestful&rejuvenatingChristmas&NewYearbreak.WeclosedDecemberon ahighnote,extendingtradinghoursonkeytradingdays,exceedingcustomerexpectations,& deliveringexceptionalservicethroughoutthefestiveseason.Ourcustomerstrulyappreciatedour energy,commitment,&focusduringthisbusyperiod-thankyou!
AswestarttheNewYear,ourgoalremainsclear:GettingitrightforourCustomers-EveryDay.
Toachievethis,we’llfocusonthecoreprinciplesofretailande-commerce,guidedbyourrobust Q3plan,thatweallfinalisedbeforeChristmas.Whilewemaymakeminoradjustmentsalongthe way,ourpriorityistoadapttoevolvingcustomerneedswhilemaintainingsustainablegrowth.
OurFocus:‘Gettingitrightforourcustomers’inthenewyear
GreatCustomerExperiences
•Elevatethefreshness&qualityofourfreshfruit&vegetables
•Ensureeveryitemishandled&packedwithcaretoexceedcustomerexpectationsconsistently EverydayProductivity
•Beginwithaccurateforecastingandlaborplanningtomeetdemandeffectively
•Consistentlydeliverexceptionalcustomerexperiencesbystreamliningunproductiveprocesses& behaviours,ensuringwemaintainanefficient&reliableoperation EmpoweringOurTeams
•Equipourteamswiththerighttools,resources,&operatingmodelstoperformattheirbestin everyDirecttobootlocationacrossAustralia
•StrengthenoureCommercefundamentalsbyoptimisingpickpathsthroughthelaunchofthe WalkPathOptimiser
Everyoneofourteammembersplaysacriticalroleinmakingthishappen,&byworkingtogether, we’llcontinueexceedingcustomerexpectations&buildingmomentumfortheyearahead
Finally,abigthankyoutotheteamswhoworkedtirelesslytomanage&recoveroureCom operationsacrossVICandNSWamidstsupplydistributions&therecentrailoutagesinFarNorth Queensland.Ialsowanttoexpressmyappreciationtothosewhoworkedthroughoutthe Christmasbreaktoensureuninterruptedserviceforourcustomers.
Let’smake2025ayeartorememberforourcustomers&ourteams!
Thanks,Chris
OurTeamisKey OurTeamUpdate
WSOnline
WSOnlineteamssawadeclineinBUacrossQ2,inlinewithB&M.A declineinoverallresponseratewasalsonoted.TheDecember feedbackhighlightedstressasaprimaryconcernforourteam, directlytiedtorostering&staffinglevels.Thiswasespecially notableduringpeaktimes,whentheteamfeltoverworked&under pressure.HeadingintoJanuary,idealhours&workload managementremainakeyfocusareatoaddress.
CFC’s
OurCFCshadtheirstrongestbusiness resultstodateinQ2,withDecemberfin 38.Teamdynamic,companyculture,a wellbeingalldemonstratedincreaseds throughoutthequarter.
Mid-YearH1FY25cycleisnowopen
VoTtellsusconsistentlyhowimportantfeedbackistoourteam. Ourhalfyearcycleisagreatopportunitytoreflectonthelast6 monthsandsetourselves&teamupforsuccesswiththeright feedbackandsupportforH2.Pleaseensureyouplanandprioritisea halfyearcheckinconversationwithyourdirectreportsandenterin yourreflectionsandwhereapplicableratingspriortothecycleclosing.
Reminder:Don’tforgettousethe MyPlan,feedbacktool&request feedbackfromyourkeystakeholders!
OurUpdates
ElevateourfocusonSafety
Food Safety
Amessage fromIzzy
Safety
Amessage fromNeh
MaintainColdChainforFreshness&QualityinSummer Keepingchilled&frozenproductsoutofrefrigerationforas minimaltimeaspossibleiscriticalatthistimeofyeartomanage ourColdChainforFoodSafety.Asexternaltemperaturesare continuingtosurge,focusingonexecutionofourChilledFleet processwillensurewearedeliveringthefreshestquality productstoourcustomers&wininJanuary!
Safteyiseveryone’sresponsibility
AswestarttheNewYearandpeoplearereturningtoworkafter wellearnedholidays,weneedtoremembertominimiseany afetyhazardsthatcanoccur-asweallknowweareall esponsibleforkeepingourselves&otherssafe.Ifyoudoseea afetyhazard,pleasecallitoutandrecordinPulseasper rocedure.
ExtendourleadinConvenience
OurFocus:‘Gettingitrightforourcustomers’inthenewyear
MissingItems-inFreezer-checkingfreezer&HandovertoDrivers SpotcheckingordersforunrecordedSubs-includingManualEntries UsingANDYApp-improvedCustomerexperiencewheneverweuseANDY!!
QLDledwith56NPSforDecember,CFCS&VICTAStiedfor2ndat54
CustomerswerelovingCollectionwithDTB&InStoreoutperformingDelivery F&VQualityremainsanopportunityat77althoughimprovingvNovember
VICTTASrecoveredtodeliverthelowestOOSacrossallstatesChristmasweek Eggs&propcontinuetobeaknownissue,SoftDrinksbiggest$driverforOOS!! AchallengingDecemberOOdeclinevNovby4.7%asVICrecover&COacross thestatesstayinthelow80s.OTDdroppedto92.7%,Refundsremainingstable.
WelldonetoourCFC’s,97.4FPPXmasweek&<1%OOSacrosstheperiod B&MChristmasweekOOS4.8%
eComOps|StoresUpdate
HappyNewYearTeam!ThanksforyourgreatexecutionofChristmas trade&deliveringrecordvolumesthisyear.I’mproudoftheenergy, connection&passionyoubroughttoourteams&customerthis Christmas.Infact,itwas#totesgood
WecontinuetofocusongettingitrightforourcustomerswithgreateCom foundations&everydayproductivity
StrongeComFoundationstodelivergreatavailability,customerwaittimes, windowavailability&‘winback’ourVictoriancustomers
Everydayproductivity-accurateitemsplanning,rosteringthe‘rightteam,at therighttime’todelivergreatcustomer&teamexperiences
WalkPathOptimiser-Launch&embedthisimportantproductivityinitiative &supportourteamthroughthechange
Thanksfora#totesgoodChristmas
Bringgreatmemberexperiencestolifeinourstores
Connected Members
Customerswhoareusingourapps&boostingtheirof gettingmorevalueandaremoredeeplyengagedwit brand.
Encourageoutteamtoaskcustomers:
Areyouusingeitherofourapps?
AreyouboostingyourRewardsoffersinourapps? Whichfeaturesintheappdoyoufindthemostuseful? Leavethecustomerwithavaluehackbylettingthem knowaboutyourfavouritefeaturetoo!
eComBusinessEnablementTeam OureComBusinessUpdate
AmessagefromJane... Hieveryone,2025isup&running &wearegogogo!Iamlookingforwardtomy2ndyearinthe Opsteam&leadingmyteam.
Safety,foodsafety,compliance,training,teamengagement& eventsareallsoimportanttoeach&everyoneofus&2025will seetheseareascontinuetogrow&evolve.
Thankyoutoeveryonewhoworkedovertheholidayperiod,I knowoverJanuarytherewillbesomewellearnedbreaks happening,enjoy.
Christmas...that’sawrap 42daysstraightofdailyupdates!
AmessagefromTina
newyear, newhome!
ThankstoalltheteamsthatsupportedtheOpsteamstodeliverChristmas& throughtheVIC/ACTImpacts.
AsteamsreturnfromawellearnedbreakthereislotsontheplanforJanuary focusingonmakingsurewehavetherightproductivitypipeline,theright processesforourteams,therightinsightstosupport&buildforEaster!
AmessagefromCam...HappyNewYear!Ihopeyouallhadawonderful festiveseasonwithyourfamily&friends.I'dliketoextendaspecialthanks toMark,Ben,&Hannahforbeingoncallduringtheholidayperiod.
I'mincrediblyexcitedabout2025&theopportunitieswehaveahead.We're focusedonenhancingtheexperienceforourcustomers,personalshoppers,& Onlineteams.Thiswillenableustoprovideabettercustomeroffer,improveteam experiences,anddeliveramoreefficient,fuller,&higher-qualitybasket.
Ourkeyinitiativesforearlyintheyearinclude;WPO,DynamicAllocation,& DynamicPickTimeaspartofOrderOrchestration.Theseareallalignedwithour strategy&focusonteamexperience.
eComOps|CFCUpdate
HappyNewYearTeam!AswereflectonourChristmastradeperformanceasa CFCgroup,it'simportanttocelebratethewinsandlearnfromthe opportunities.I’dliketosayabigthankyoutoourteams,whodidafantastic jobdeliveringonourpromisetoourcustomersthisChristmasseason.
AsweturnourfocusnowonH2,wemustsetsomeprioritiestoset ourselvesupforsuccess.
Settingafitforpurposeoperatingrhythmtosupporttheevolvinglandscape Stabilisingthe“everyday”tolaythefoundationforacceleration.
Cultivate2.0andrecapturetheessenceofbeing“TheFreshFoodPeople”
It’sanexcitingtimetobeinourbusinessandIamlookingforwardto workingtogetherdeliveringgreatoutcomesforourcustomers.
CFC’slovecelebratingChristmas
ShannonCordwellhasjoinedthe eComChapterfromourCFC’s
