Alshaya: Enhancing Customer Experiences Through Innovative Retail Solutions

Committed to delivering exceptional customer service and brand experiences, Alshaya Group is always evolving to reflect the changing choices and lifestyles of its customers.

Alshaya Group has a proven track record of growth and innovation. As a leading franchise operator, the group offers a vast selection of beloved international brands across MENA, Türkiye, and Europe. In a candid conversation with The Zone, Tony Arnold, Chief Logistics Officer of Alshaya Group, shared insights on the conglomerate’s outreach, customer care services and the importance of technology, e-commerce, and innovation in streamlining processes despite changing consumer demands.

Can you give a brief overview of the company’s evolution?

The Alshaya Group is a thriving family-owned business that was originally founded in Kuwait in 1890. The company’s reach extends throughout the Middle East and North Africa region, Türkiye and Europe, boasting hundreds of retail outlets, cafes, restaurants, recreational venues, and a thriving online and digital presence. We operate in various industries including fashion, food, health and beauty, pharmaceuticals, home furnishings, and leisure and entertainment.

Elaborate on Alshaya’s philosophy and approach to brand partnerships.

With a consistent record of growth and innovation, Alshaya Group is one of the world’s leading brand franchise operators, offering an unparalleled choice of well-loved international brands to customers. Built on sharing success, the spirit of trust, and openness, we have long-standing partnerships with some of the world’s best brands, including Mothercare, Starbucks, and others.

How is the company managing, sustaining, and expanding its worldwide presence and retail stores?

We have a global footprint, with over 4,000 stores in 18 markets and 70 brands. We have invested in our logistics estate to ensure resilience by storing our stock as near to consumers as possible. We import around 70 per cent of the 20,000 containers through Jafza from over 30 countries – a third from Asia, a third from the USA, and a third from Europe – for onward distribution. We have also continually invested in our logistics infrastructure, both warehousing and production facilities to meet the ever-increasing demand of our customers.

• We import around 70 per cent of the 20,000 containers through Jafza from over 30 countries
• Alshaya trades with over 70 brands all around the globe
• We have a global footprint of over 4,000 stores across 18 markets worldwide

What influenced the Alshaya’s decision to operate in Jafza?

Being based in Jafza has several benefits. It allows us to take advantage of the integrated logistics ecosystem and top-notch infrastructure. This supports our trading efforts in the UAE and other regional markets within the MENA network and helps us respond quickly to geographical and legislative changes. We also have the flexibility to provide tailor-made solutions for our global supply chain through seamless sea, air and road connectivity within the region and beyond.
Other advantages include ease of managing customs duty and VAT, simplified online payment processes and smoother clearance operations. These factors have helped us optimise our operations and supply chain in a major way.

What is the role of technology in the company’s workflow?

Technology has increasingly become a major component of the supply chain over the last few years, improving efficiency and reducing costs. Now, the challenge is to increasingly link customer data to production and supply to ensure we have the right stock at the right time in line with customers’ demands. The ongoing digital systems integration allow a systemic single-window logistics interface with Dubai Trade, Dubai Chamber of Commerce and DP World.

What is the significance of e-commerce and traditional shopping for Alshaya Group?

E-commerce has witnessed a significant increase in recent years mainly due to the COVID pandemic. We have over 100 online sites to complement our brick-and-mortar locations. Despite this, our customers still want to experience our brands first-hand, in our stores.