Top 100 Ecommerce Companies in the North

[Pages:26]eCommerce Matters

TOP 100 eCOMMERCE COMPANIES IN THE NORTH

SPONSORED BY

To complement the launch of this year's Top 100 eCommerce Companies in the North, we have approached some of the companies within the list to learn more about what makes them stand out in the industry.

The official eBook contains interviews with senior figures from AO World, Rymans, Tyres On the Drive, MoneySupermarket and more.

Each interview takes on some of the most important issues in the industry today and offers insight into what we can anticipate happening in the world of eCommerce in the future.

We thank every company that took part for their time and contribution, as well as extend a huge congratulations to all the businesses that made the top 100.

MARTYN COLLINS

EXHIBITION DIRECTOR PROLIFIC NORTH

CONTENTS

01

INTRODUCTION FROM ADYEN COLIN NEIL, SVP BUSINESS DEVELOPMENT (UK)

02

TOP 10 eCOMMERCE COMPANIES IN THE NORTH

03

BECKI SMITH DIRECTOR OF MARKETING & eCOMMERCE N BROWN

05

TIM MARRIOTT PRINCIPAL PRODUCT OWNER

08

DAVE LAWSON MANAGING DIRECTOR AO RETAIL UK

11

PAUL KENDRICK MANAGING DIRECTOR EXPRESS GIFTS

13 16

CAOIMHE KEOGAN CHIEF PEOPLE OFFICER MONEYSUPERMARKET

TOP 11 - 36 eCOMMERCE COMPANIES IN THE NORTH

17 19

LESLEY GREGORY HEAD OF eCOMMERCE & DIGITAL MARKETING RYMAN

TOP 37 - 66 eCOMMERCE COMPANIES IN THE NORTH

20

ANTONY EDEN eCOMMERCE & MARKETING DIRECTOR TYRES ON THE DRIVE

22

TOP 67 - 100 eCOMMERCE COMPANIES IN THE NORTH

COLIN NEIL

SVP BUSINESS DEVELOPMENT

SPONSORED BY

It's extremely exciting for Adyen to work with the team at Prolific North. It's a great opportunity for us to meet and work with so many passionate and innovative businesses.

Our investment in Manchester, which is our 15th global office, is testament to the vigour with which Northern businesses have embraced emerging technology.

It's great to see how they've harnessed digital tools to unify their operations and deliver better services to their customers, encompassing those three crucial elements: Convenience, Context, and Control.

01

THE TOP 10 eCOMMERCE COMPANIES IN THE NORTH

#1 SHOP DIRECT CLOTHING LIVERPOOL

#2 N BROWN CLOTHING MANCHESTER

#3 TRAVEL MANCHESTER

#4 AO WORLD PLC ELECTRICAL BOLTON

#5 BOOHOO CLOTHING MANCHESTER

#6 THE HUT GROUP CLOTHING NORTHWICH

#7 FINDEL (EXPRESS GIFTS) EDUCATION HYDE

#8 REDFERN TRAVEL TRAVEL BRADFORD

#9 MONEYSUPERMARKET COMPARISON SITE CHESTER

#10 AUTOTRADER MEDIA MANCHESTER

This year's Top 100 eCommerce Companies in the North has businessess from all across the region with Liverpool, Manchester, Bolton, Northwich, Hyde, Bradford and Chester all being represented in the top 10.

When you look at the 100 as a whole, the leading areas are the North West with 66 entries and Yorkshire with 22.

Manchester leads the way, with 22 of the companies in the list being based in the city.

02

N BROWN

BECKI SMITH DIRECTOR OF MARKETING &

eCOMMERCE

#2

N Brown has been through a huge

digital business, generating 75% of

food, multi-channel retail sector,

period of transformation, can you tell our revenue online.

behind only Amazon.

us a bit about that?

What do you think are the key

What, if any, recruitment challenges

Over the last 5 years at N Brown

factors that make your eCommerce do you face when building your

Group we have been working to

business so successful?

eCommerce team?

transform our business from a

traditional catalogue company into

You have to constantly ensure you

We want to give our customers the

a modern and agile, online fashion

have a point of difference which

best shopping experience possible

retailer which can compete and win for us is the niche customer groups

and we therefore ensure that our

globally.

that we serve - size 20+ and age

eCommerce team are as passionate

45+ - where we have developed

about online shopping as our

Change has happened throughout

true specialism. Understanding our

customers are.

the entire business ? for example,

specific customer base is key and

we've vastly improved our

we do this well - we have unique

It's also really important that our

design function; enhanced the

expertise in plus size fashion that

team can put themselves in the

web experience for customers

fits and the barriers to entry are

customer's shoes and really see

enormously; extended our warehouse high. Providing the best customer

things from their perspective. This

to double our capacity; added many experience possible is also a key

level of customer centricity is a key

enhanced service options including factor to our success.

skill we look for in our new recruits.

click and collect and annual

delivery subscription offers and

We recently gained a customer

What will be the key challenges to

have developed an in house centre

satisfaction score of 85.8% from the your online business in the next 5

of excellence for our technology

UK Institute of Customer Services,

years?

development. We are now a truly

making us number two in the non-

03

Bringing customisation and a more personal experience to customers will be even more important to retailers. Preparing the business for additional digital innovation within eCommerce and customisation is one of the key areas of focus for us as we continue to explore the opportunities for innovation both in production and in store.

What do you have in place to ensure you are kept up-to-date with what your customers really want?

All of our insights and data are collated into a weekly `Voice of the Customer' summary to help us understand the wants and needs of our consumers. We also have customer panels across our three power brands, JD Williams, Simply Be and Jacamo, which are a great way to gain real customer opinions and insights on a whole host of topics; from our product offering to feedback on our latest TV ad.

We are constantly kept up to date with what our customers want and based on the findings, have driven a number of actions throughout the business. We also run user experience labs which give us a much deeper understanding of how our customers use our websites and apps. The tools on our sites allow us to conduct hundreds of experiments to scientifically prove which experiences improve satisfaction and ultimately revenue.

04



TIM MARRIOTT PRINCIPAL PRODUCT OWNER

#3

What do you think are the key factors that make your eCommerce business so successful?

? part of BookingGo - is the leading global online source for car hire. Our sheer scale, expertise and close understanding of our customers is what sets us apart. We can provide a helpful, honest service to people trying to find the best option for their holiday.

A/B testing plays a pivotal role in our continual drive to improve customer experience, supported by a 1,000-strong customer support team that help communicate with our customers wherever they are in the world. We are proud to have hugely talented teams in Manchester, both within our technology operations and our customer service teams, made up of over 70 different nationalities. These people, their abilities and their passion are what fuels our business.

Being a global leader means we have strong supply partner relationships that allow us to leverage better deals for customers, as well as offering them the largest range of hire locations.

What, if any, recruitment challenges do you face when building your eCommerce team?

05

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