A.S. Watson’s Move to Invest USD400M in Supply Chain Transformation

Has Strengthened its O+O Capabilities and Competitive Position During the Pandemic

A.S. Watson Group has gained widespread and overwhelming recognition in the retail industry in Asia, winning eight regional and local accolades, including Health & Beauty Retailer of the Year - Asia Award and Omnichannel Strategy of the Year Asia Award, by Retail Asia. The Group’s flagship brand Watsons has also been voted Asia’s No.1 Pharmacy/Drugstore Brand1 by Campaign Asia for 13th consecutive year. Meanwhile, it is recognised as Digital Transformation Pioneer Company by WeChat in Mainland China last year. At the recent interim results announcement of CK Hutchison, parent company of A.S. Watson, the world’s largest international health and beauty retailer reported 22% increase in revenue in its Asia operation and 13% in Europe. What’s behind the resilience of A.S. Watson in tackling the pandemic challenges in retail in the past two years while gaining in competitive position?

React to Challenges with Laser Focus on People

Malina Ngai, CEO of A.S. Watson (Asia & Europe), reflected on the key lessons learned, “There is no instruction manual for how to lead at a time like the COVID-19 pandemic. We are fortunate that what we believe in - loving our people and customers, and the offline and online (O+O) platform strategy we have been building - plays its most critical role during the crisis.”

“We believe in loving and caring for our people. We have 130,000 colleagues globally with majority of them work in our physical stores. From the beginning of the crisis for over 30 months now, we assured them we

prioritized our efforts on their health and safety, proactive communications, and provided financial security even during market lockdowns. This has helped to keep our people together to fight the pandemic in high spirits.”

As part of the company’s focus on people amid the ongoing pandemic challenges, A.S. Watson has strengthened its commitment to inclusion and diversity and sought to expand its understanding of women’s needs, so as to improve the lives of its people as well as customers. It has also recently announced its plan to offer 200,000 job opportunities worldwide for young people by 2030, enabling them to gain valuable experience to develop their career in retail.

USD400m Investment in Supply Chain Transformation Pays Off

Since 2012, A.S. Watson Group has been driving its digital transformation with anticipation of evolving customer needs in shopping for health and beauty products. Besides investment in digital technology, retail systems and automation, big data, cloud technology and cyber security, the transformation in building O+O retail supply chain pays off during the pandemic.

Ngai explains, “Supply chain is the backbone for us to deliver seamless O+O customer experience. During the pandemic, we were able to quickly adjust our global operations to handle the surge of online orders through activating fulfilment in over 50%, and pick-up in almost 100% of our 16,000 physical stores network, multiple delivery options with 30-mins delivery being the fastest standard.”

“We do not have a crystal ball on a crisis outbreak like the pandemic. But we have a vision a decade ago to build our business into an integrated O+O platform to serve our customers hence we know we need to create a customer-centric supply chain network. We now have a network of close to 90 main warehouses and invested over USD400m in the past decade to transforming planning and demand forecasting tools, capabilities in real-time inventory visibility, improving supply chain productivity and capacities. It enables our agility to operate and pays off during the challenging pandemic period to keep us in business in a competitive way.”