M&S Direct Building Ecommerce International Delivery 16 June 2009 Dasha Melyushkina Email:...
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Transcript of M&S Direct Building Ecommerce International Delivery 16 June 2009 Dasha Melyushkina Email:...
M&S Direct Building Ecommerce International Delivery
16 June 2009
Dasha Melyushkina
Email: [email protected]
marksandspencer.com 2
Marks & Spencer
• One of the UK’s leading retailers
• 21 million people visit our stores and shop on-line each week
• No1 provider of womenswear and lingerie in the UK
• 49% of our business is clothing and homeware
• 51% is in food
marksandspencer.com 3
Ecommerce International Delivery
• Mainly apparel• Selected Home products• Selected Beauty products
• Mainly apparel• Selected Home products• Selected Beauty products
What?What?
• CarriersSystems
• CarriersSystemsHow?How?
• www.marksandspencer.com/internationaldelivery• Delivery terms – DDU (duty unpaid)• Our proposition is in English, in GBP
• www.marksandspencer.com/internationaldelivery• Delivery terms – DDU (duty unpaid)• Our proposition is in English, in GBP
Website?Website?
Target countries1. Phase 1 : France, Germany, Spain, US, Canada, Australia, NZ (Live since Nov 08)2. New countries in Europe and ROW: eg. Italy, Portugal, China, Japan, India, Brazil3. Ordering in UK stores only : franchising countries, eg. Russia, Saudi Arabia
Target countries1. Phase 1 : France, Germany, Spain, US, Canada, Australia, NZ (Live since Nov 08)2. New countries in Europe and ROW: eg. Italy, Portugal, China, Japan, India, Brazil3. Ordering in UK stores only : franchising countries, eg. Russia, Saudi Arabia
Where?Where?
Target customers1. ‘Gifters’ – UK customers sending gifts to friends and family abroad2. ‘Expats’ – British expatriates abroad
Target customers1. ‘Gifters’ – UK customers sending gifts to friends and family abroad2. ‘Expats’ – British expatriates abroad
Who?Who?
• To grow revenue and attract genuinely new customers who couldn’t shop with us before• To allow British expats to shop with M&S online• To allow UK customers to send gifts to their friends and family abroad• To allow foreign nationals in the UK to send gifts back home• To make sure we do not cannibalise existing businesses abroad
• To grow revenue and attract genuinely new customers who couldn’t shop with us before• To allow British expats to shop with M&S online• To allow UK customers to send gifts to their friends and family abroad• To allow foreign nationals in the UK to send gifts back home• To make sure we do not cannibalise existing businesses abroad
Why?Why?
marksandspencer.com 4
International Delivery in Europe
FranceFrance
GermanyGermany
SpainSpain
AustriaAustria
BelgiumBelgium
DenmarkDenmark
FinlandFinland
ItalyItaly
NetherlandsNetherlands
NorwayNorway
PortugalPortugal
SwedenSweden
SwitzerlandSwitzerland
CyprusCyprus
Czech RepCzech Rep
GibraltarGibraltar
GreeceGreece
HungaryHungary
PolandPoland
RussiaRussia
SerbiaSerbia
UkraineUkraineLive regions Live regions
New regionsNew regions
Legend
marksandspencer.com 5
International delivery in the rest of the world
JapanJapan
ChinaChina
Hong KongHong Kong
IndiaIndia
PakistanPakistan
South AfricaSouth Africa
EgyptEgypt
KenyaKenya
JordanJordan
LebanonLebanon
SyriaSyria
ArgentinaArgentina
BrazilBrazil
BarbadosBarbados
JamaicaJamaicaIndonesiaIndonesiaSaudi ArabiaSaudi Arabia
OmanOman
KuwaitKuwait
BahrainBahrain
QatarQatar
LibyaLibya
ThailandThailand
FranceFrance
GermanyGermany
SpainSpain
United StatesUnited States
CanadaCanada
AustraliaAustralia
New ZealandNew Zealand
Live regions Live regions
New regionsNew regions
Legend
marksandspencer.com 6
Existing
New
Ecommerce International delivery customer promise
Regions Delivery changes Delivery terms, working days
W. Europe – France, Germany, Spain
W. Europe – France, Germany, Spain
11£ 10.00 6-9 days*
N. America – US, Canada
N. America – US, Canada
22£ 20.00 7-10 days*
Australasia – Australia, New Zeland
Australasia – Australia, New Zeland
33£ 20.00 10-14 days*
Delivery terms is DDU (Delivery Duty Unpaid). Custom duties or formal customs entry, if
applicable is a responsibility of a customer. *Currently under review
Delivery terms is DDU (Delivery Duty Unpaid). Custom duties or formal customs entry, if
applicable is a responsibility of a customer. *Currently under review
Europe 2 – eg. Italy, Austria, BelgiumEurope 2 –
eg. Italy, Austria, Belgium
44£ 12.50 7-10 days
Rest of the world – Japan, China, India
Rest of the world – Japan, China, India
55£ 25.00 10-14 days
Order in UK store – Russia, Saudi Arabia
Order in UK store – Russia, Saudi Arabia
66£ 15.00 10-14 days
marksandspencer.com 7
Some facts about International delivery
• Our biggest country is France. And for the country thought of as the heartland of high fashion, we are surprised by the popularity of our womenswear and lingerie
• In just six months since the launch, M&S has sold more ladies knickers to the Aussies, than any other nation
• We have delivered products as far-a-field as Mossman in the Daintree Rainforest and Kalgoorlie in the Western Australia goldfields
Julie from France said: I've been wearing this bra for as long as I can remember
and when we moved to France it really upset me that I could no longer get it. However, now that M&S have thankfully
decided to do international online orders i can buy it again - and I have in all colourways.
Sarah in Hawaii said: So pleased with this bra, and its excellent value too! Perfect
support for a larger breasted woman. Excellent shape. Marks and Spencer make the best lingerie in the world. I have had to go without M&S, until they finally started delivering to the US. So
welcome ,but welll overdue!
marksandspencer.com 8
We had a number of Logistics challenges and have chosen MetaPack to help us launch International delivery
1. We couldn’t find a single carrier which could meet our requirements
1. We couldn’t find a single carrier which could meet our requirements
ChallengesChallenges
2. Different carriers have different requirements for export documentation
2. Different carriers have different requirements for export documentation
3. Export documentation requirements differ depending on destination country
3. Export documentation requirements differ depending on destination country
4. Ability to choose the most appropriate carrier option based on cost / weight / dimensions / destination criteria
4. Ability to choose the most appropriate carrier option based on cost / weight / dimensions / destination criteria
ApproachApproach
•Decision was made to implement a carrier management system in one of our warehouses
•The project was tendered out to three companies
•MetaPack had been chosen as they could satisfy M&S requirements
•Volume testing at 50,000 parcel/labels an hour piloted by MetaPack in tender
•Six month project was set up to integrate MetaPack Dispatch Manager (DMS) with M&S Logistics systems
•Took advise from the carrier experts - MetaPack
•Decision was made to implement a carrier management system in one of our warehouses
•The project was tendered out to three companies
•MetaPack had been chosen as they could satisfy M&S requirements
•Volume testing at 50,000 parcel/labels an hour piloted by MetaPack in tender
•Six month project was set up to integrate MetaPack Dispatch Manager (DMS) with M&S Logistics systems
•Took advise from the carrier experts - MetaPack
5. M&S were very keen to launch International Delivery pre-peak 08/09 to benefit from Christmas sales
5. M&S were very keen to launch International Delivery pre-peak 08/09 to benefit from Christmas sales
9marksandspencer.com
What does MetaPack do for Marks & Spencer
Benefits from implementing MetaPackBenefits from implementing MetaPack
MetaPack Dispatch Manager (DMS) is implemented as a most downstream system for M&S International Delivery in November 2008 just before Christmas peak
MetaPack Dispatch Manager (DMS) is implemented as a most downstream system for M&S International Delivery in November 2008 just before Christmas peak
MetaPack produces address labels, customs documentation and pre-advice manifests for the carriers
MetaPack produces address labels, customs documentation and pre-advice manifests for the carriers
When a consignment is packed and weighed, MetaPack makes a decision on the most appropriate carrier based on cost / weight / dimensions / destination criteria and carrier availability
When a consignment is packed and weighed, MetaPack makes a decision on the most appropriate carrier based on cost / weight / dimensions / destination criteria and carrier availability
Dan Finnegan, M&S GM Operations Manager says:
‘Considering the size and complexity of the
M&S system and operational
platforms, a truly fantastic result to introduce a new
International Channel in 26 weeks. Also
commercially rewarding that we
know each order is being dispatched with the lowest
carrier cost possible and we are
consistently meeting our promise to the
customer.’
MetaPack provides audit of the carrier selection and management of tracking data to close off the delivery
MetaPack provides audit of the carrier selection and management of tracking data to close off the delivery
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MetaPack supports management of delivery proposition and supports invoice validation process
MetaPack supports management of delivery proposition and supports invoice validation process
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