Makro has unveiled a multi-million pound customer investment programme which includes store revamps; installation of new, specialist equipment in store; creation of a new offer management department; the creation of a customer management department including expansion of its customer consultants team and more investment into targeting specific customer groups, following the success of its Love the Pub initiative.
The investment is all part of Makro’s clear shift in strategy away from an ‘all things to all businesses’ approach to one which is tailored to the needs of HoReCa (hotel, restaurant and caterer) and trader customers.
Following last year’s refurbishments of two of its stores, a further eight will be revamped by the end of the year. New equipment including walk-in cool rooms for fresh products will also be rolled out across all store.
To support these changes, the company is proposing to reorganise its head office with the establishment of two new customer-focused departments, offer management and customer management, which will each be headed by a board director. In addition, the proposals include the expansion of its customer consultants team to meet growing demand from customers for a 1-2-1 approach.
The proposed changes to the head office team involve the merging of departments, the creation of some new roles and the possibility of a number of roles disappearing. The company has therefore started a 30-day consultation process with the staff affected.
To support these developments Eckhard Cordes, chairman of the management board and CEO of Mero Group, and Frans Muller, CEO of Metro Cash amp; Carry International and Metro Group board member, visited Makro’s Manchester HQ.
Makro managing director Hannes Floto said: “These proposals follow a series of initiatives in recent months to help us achieve our mission of being the first choice cash and carry wholesaler in the UK.
“Our robust plans and progress to date have ensured the complete support of our parent company the Metro Group and we’re delighted Eckhard Cordes and Frans Muller have been able to see for themselves the steps we are taking.