The future of retail: Renuka Jagtiani


January 11, 2021 | By RetailME Bureau

Renuka Jagtiani, Chairwoman and CEO, Landmark Group

The pandemic has created a new set of rules for the survival and revival of the retail industry. However, some retail leaders led by example during this tumultuous year to show the rest of the industry how it’s done. Renuka Jagtiani, chairwoman & CEO of Landmark Group, is one such leader who stepped up to work with her staff for her customers using all the technology that was at her disposal – but this process started much much earlier.

“We started investing in e-commerce way back in 2012. The first big omni event we organised was White Wednesday in November last year. We had Saudi, we opened Kuwait and Qatar and we started our own fulfilment. It’s been a big shift but we couldn’t have shifted if we hadn’t started the journey earlier,” she said.

Speaking of how she and her team dealt with the unprecedented challenges of 2020, she said, “The one thing that doesn’t change is how you look at priorities. Ultimately, in this business, it is all about the customer – investing in the customer through the omni journey, via our stores, and also reaching out to them through our loyalty programmes. The customer’s expectations have changed dramatically and the way we approach them should be far more creative and personalised. Today, we are investing significantly in customer data and analytics.”

However, while the customer is a very important aspect of the retail experience there are other elements that Jagtiani chose to prioritise too such as product, value, and their own staff. “COVID-19 has taught us that what sustains the retail sector in general, and Landmark Group in particular, is our focus on product and value. Each business of ours has to build a value proposition and demonstrate a strong and innovative product focus. You can’t do that without your team as the business is about attracting and retaining talent.”

“We set up a steering committee at the Board level to look at cashflow and treasury, inventory and buying, and overall costs incurred. We couldn’t have stayed connected with people without leveraging technology. Every bit of connectivity has made a difference and helped bring people together,” she concluded.

Previous Article Next Article

SHARE

YOU MAY ALSO LIKE /


Rajiv Warrier, Chief Executive Officer, Choithrams

Since the launch of its first store in the UAE five decades 

Continue Reading

March 20, 2024 | By RetailME Bureau
Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC

Dr. Dhananjay Datar Chairman & Managing Director ADIL Trading Co. LLC holds 

Continue Reading

February 29, 2024 | By Rupkatha B
Hani Weiss, Chief Executive Officer, Majid Al Futtaim Retail

In 1995 regional retail conglomerate Majid Al Futtaim introduced Carrefour to the 

Continue Reading

February 26, 2024 | By RetailME Bureau
Prashant Parameswaran, Managing Director and Chief Executive Officer of Tata Consumer Soulfull

Tata Soulfull, a leading name in the ‘good-for-you’ snacks and breakfast cereals 

Continue Reading

February 22, 2024 | By Rupkatha B
Jean-Luc Graziato, Chief Commercial Officer of Majid Al Futtaim – Retail and Alia Al Harmoodi, Acting CEO of the Environment, Health and Safety Agency

Majid Al Futtaim – Retail, which holds the exclusive franchise to operate 

Continue Reading

February 20, 2024 | By RetailME Bureau
Krishna Dhanak, Managing Director, Alpen Capital

In an exclusive interview Krishna Dhanak, Managing Director, Alpen Capital shared insights 

Continue Reading

February 19, 2024 | By Rupkatha B
Majed M. Al-Tahan, Co-founder & Managing Director, Danube Online

As digital transformation across the retail industry continues to accelerate, the expectations 

Continue Reading

December 19, 2023 | By RetailME Bureau
Frederic Levy-Perrault, CEO, Al Raya Supermarket

Saudi Arabia-based grocery retail chain Al Raya Supermarket serves over 100,000 customers 

Continue Reading

December 15, 2023 | By RetailME Bureau
Ahmad AR. BinDawood, Chief Executive Officer, BinDawood Holding

BinDawood Holding has a rich Saudi heritage, spanning over 50 years, 38 

Continue Reading

December 13, 2023 | By RetailME Bureau
Majid Al Futtaim Retail commits to Collaborative Impact Goals at COP28

Majid Al Futtaim Retail, which owns the exclusive rights to operate Carrefour 

Continue Reading

December 8, 2023 | By Rupkatha B
BinDawood Holding Company earns Honorary Shield for Compliance Excellence

BinDawood Holding Company has earned an Honorary Shield, a distinguished recognition by 

Continue Reading

December 6, 2023 | By RetailME Bureau
First Movers Coalition for Food to create up to $20-bn value chain for sustainable farming

The World Economic Forum, with support from the Government of the United 

Continue Reading

December 5, 2023 | By RetailME Bureau




Download Images RetailME Magazine