Our strategy

Our vision is to be the universally loved experts in fashion that fits.

Our mission; We’ll do this by helping our customers look and feel amazing through our trusted family of fashion brands.

Our four drivers

Product

Product

Fantastic quality and fit fashion, home ranges, and relevant financial services.

Relevance

Great product is the lifeblood of our business – it is the absolute core of what we do.

Progress 2016

We strive to continuously improve our product offering, both in terms of our retail and Financial Services products. We are particularly pleased with our Ladieswear performance, the best for almost a decade. This result was made possible by the changes we have made to buying, merchandising, sourcing and design over the past few years.

Priorities 2017

Menswear delivered a solid performance, however we see scope for further growth in this category. In Financial Services, we will continue our trial of lower interest rates for new customers, ahead of the new Financial Services system going live as part of Fit 4 the Future.

Associated risks

  • Failure to change
  • Competition
  • Regulatory environment

KPIs

4.2%

Ladieswear market share, size 16+

1.5%

Menswear market share, chest size 44"+

26.8%

Group returns rate (rolling 12 months)

Price

Price

Great prices and flexible ways to pay.

Relevance

Value and convenient ways to pay are both as important to customers as they have ever been.

Progress 2016

We adopted an assertive opening price point strategy, offering customers great value, stylish products from the very start of the season. This was best seen through our 'The Cut' capsule collection in JD Williams, which significantly outperformed expectations.

Priorities 2017

Our new merchandising tools will allow us to further optimise our markdowns and promotions. In Financial Services, our new systems will give customers more flexible, personalised payment options.

Associated risks

  • Failure to change
  • Competition

KPIs

86.4%

Customer satisfaction rating, UK CSI

129k

New credit recruits (Rollers, last six months )

All revenue figures on this page are on a 52 week basis.

People

People

Obsessed with customers, enriched with data and powered by technology

Relevance

Without our people and their relentless enthusiasm and passion we couldn’t do what we do. They are our most important asset.

Progress 2016

We continued to develop our internal talent and hire great new people to our business. We launched our online training hub and talent mapping tools. Our colleague satisfaction rating reached a record high.

Priorities 2017

We will launch our new intranet, which will further enable us to engage with colleagues throughout the business. We will continue to focus on developing our talent and rewarding achievement.

Associated risks

  • People
  • Competition

KPIs

86.4%

Customer satisfaction rating, UK CSI

Place

Place

Whatever you want, wherever you are, whenever you want it, we make it easy

Relevance

Customers shop how and when they want, and it is our job to exceed their expectations.

Progress 2016

We moved to 10pm cut-off for next day delivery and over our busiest cyber fortnight ever our average delivery time was an entire day quicker than last year. Online, mobile continued to take share of traffic, now exceeding 70%. We also launched our new USA website, a key milestone.

Priorities 2017

We will launch our new web platform in the UK on our High & Mighty site. We will continue to improve our delivery offering, including the recent launch of our first delivery subscription offering, Jacamo Unlimited.

Associated risks

  • Failure to change
  • Competition
  • People
  • Cyber security

KPIs

69%

Online penetration

5.6%

Conversion rate

4.3m

Active customer accounts

All revenue figures on this page are on a 52 week basis.