Vision

To be the most admired and successful retail company in India that enhances the quality of life of every Indian

Mission

• Provide millions of customers with unlimited choice, outstanding value proposition, superior quality and unmatched experience across the full spectrum of products and services
• Serve the entire spectrum of Indian society i.e. from households, kiranas and merchants, to small and medium enterprises and institutions
• Reach the length and breadth of the country through our physical and digital distribution platforms
• Be the partner of choice and enable win-win opportunities for our ecosystem across producers, small and medium enterprises, brand companies and global suppliers
• Generate direct and indirect employment opportunities with skill transformation and talent development on an unprecedented scale

Strategic Advantages and Competitive Strengths

India’s only true national retailer with the widest coverage

Deep understanding of India and Bharat, serving all consumption baskets

Unmatched retail capabilities: End-to-end value chain, design, merchandising, own brands

Partner to producers, MSMEs, national, regional, local and global brands

Extensive supply chain infrastructure

Deep technologies and data intelligence at the core

Best-in-class and scalable project execution

Talent and organisation to power operations

Operating Framework

Reliance Retail’s guiding philosophy rests on the tenets of inclusive growth and building sustainable societal value for millions of Indians

An inclusive approach to retailing

• Reliance Retail has set up and continues to invest in building design and product development centres to offer relevant, contemporary and high quality products to meet the diverse needs of its customers
• Reliance Retail’s sourcing ecosystem works with small producers and manufacturers SMBs, regional, national and international brands. In particular, it supports small producers to modernise their operations, minimise inefficiencies and reduce leakages
• The business is investing in building state-of-the-art supply chain infrastructure in India by linking all major sourcing locations through an automated, modular, reliable and scalable warehousing, logistics and last mile fulfilment ecosystem
• Reliance Retail’s selling ecosystem comprises a vast network of stores and digital commerce platforms to serve customers across the length and breadth of the country
• The New Commerce model seeks to partner with millions of unorganised merchants through an inclusive model of growth while digitally enabling and empowering them, and offering them a compelling value proposition to grow their businesses and earnings. Together, it will serve millions of households and customers across the country
• Reliance Retail provides employment to tens of thousands of people, bringing joy and pride to their families while enabling livelihoods for many others

Industry Overview

India’s retail market is estimated at US$822 billion in FY 2019-20 and is expected to grow at a CAGR of 10% over the next five years to reach US$1,315 billion by FY 2024-25. The penetration of organised retail market is estimated at 11% in FY 2019- 20 and is expected to grow to 18% by FY 2024-25. The organised retail market is estimated at US$88 billion in FY 2019-20 and is expected to grow at a CAGR of 19% over the next five years to reach US$231 billion by FY 2024-25. The unorganised retail market is poised to grow to over US$1 trillion over this period, making it amongst the most attractive consumer sector opportunities across the world

Performance Update

• Reliance Retail won two awards at TRRAIN Retail Awards 2020-21
  • Guarded Retail Employees Amidst Turbulence (GREAT) Award
  • HR Initiative of the Year Award won by its Consumer Supply Chain Management business

>65,000

Jobs generated

DISTRIBUTION OF STORES IN INDIA

Business Performance

Consumer Electronics

Overview

Consumer electronic purchase often necessitates a ‘touch and feel’ of the product and in many cases involves demonstration, installation, maintenance and after sales service. Reliance Retail operates differentiated store concepts that are centred around ‘Service’, ‘Solution’ and ‘Consumer Experience’ personalising technology for consumers.

The stores house buying guides for discerning consumers simplifying product complexities. Guidance extended by expert store staff makes shopping journey easier for consumers.

Differentiated Store Concepts for Consumer Electronics

• Destination consumer electronics store
• Product experience zones
• 300+ national, international brands
• Differentiated value proposition

• Smaller stores offering mobility and communication devices
• Store presence in 7,000+ towns
• Extending reach by catalogue and web-sales

• Full-fledged after sales service arm
• India’s first multi-product, multi-brand and multi-location service network
• End-to-end product life cycle support
• ISO certified service organisation

New Age Digital Platforms

• Reliance Digital’s online shopping website and app with presence across 1,340 cities
• Fully integrated omni-channel experience
• Extending JioMart to consumer electronics for providing a one-stop shopping solution

• Offering Reliance Digital’s assortment through hyper-local fulfilment

Competitive Strengths

1

Personalised selling backed up by intuitive store designs and industry leading service levels

2

Unmatched delivery proposition enabling delivery within 24 hours of purchase

3

ResQ for solutions encompassing end-to-end product life cycle requirements

4

Strong relationships with all the leading national and international brands

5

Exclusive brand licences and own brand products through Reconnect, JioPhone and LYF

Key Developments

• Steady progress on expansion with 188 new store openings
• Activated https://www.reliancedigital.in/
  full network of Reliance Digital stores omni-enabled with unmatched delivery service across 19,000+ pin codes
• Enabled fulfilment from store inventory with over >95% orders delivered within six hours
• Broad-based growth across categories: laptops and tablets, high-end televisions, air care and appliances
• Impactful festive activations, successful campaign around affordability and new product launches delivered growth well ahead of the market
• Growth led by robust performance in Tier II/III towns
• Range of offerings across categories under the licensed brands of BPL and Kelvinator were launched and rolled out across general trade, including a foray into the electricals category
• Reliance Digital has been recognised as India’s Only Electronics Retailer Superbrand award for the second consecutive year
• Reliance Digital won:
  • Gold for ‘Digital Marketing Excellence in Social Media’ at Digixx Awards 2020 by Adgully
  • ’Social Media App Effectiveness’ award at Global Customer Engagement Awards 2020 by ACEF

Business Performance

Fashion & Lifestyle

Overview

It operates multiple specialty store concepts with an extensive portfolio of own and partner brands catering to all consumer segments through value, premium, bridge-to-luxury and luxury. Reliance Retail controls the entire fashion value chain through a vertically integrated operating model which generates fresh fashion across stores on a regular basis.

Diverse Store Concepts for Fashion & Lifestyle

• India’s largest fashion destination
• Strong portfolio of own brands
• Extensions to tap residual market opportunities

• Affordable family footwear store
• Wide range of own brands

• Destination for fine jewellery
• Range of silver, gold, diamond and bridal jewellery
• 100% purity, transparency

• Experiential store with mid to premium positioning
• Caters to entire wardrobe

• Partner to 45+ international brands
• Global experience within India
• Access to affluent consumers

• Global category leader in children’s premium toys
• Presence across 17 countries

New Age Digital Platforms

• Online fashion and lifestyle destination
• Nearly 6 lakh options spanning over 2,500 brands
• Curated section AJIO Luxe offers the best of luxury, bridge to luxury and premium brands

• India’s most loved furniture brand
• Presence across 20 cities and 11 experience centres

• Offering Trends assortment through hyperlocal fulfilment

• Offers solutions for every stage in a woman’s life
• Delivering across 1,900+ cities, 65 stores

Mono brand sites

Competitive Strengths

1

Robust design and sourcing capabilities

Strong insights of diverse tastes and preferences across regions

2

Fastest growing store network

100+ stores launched on an average every year for the last 14 years

3

Strong own brand portfolio

Own brands contribute >75% of Trends revenues and >60% of footwear revenues

4

Partner of choice for global brands

Portfolio of over 45+ exclusive esteemed international brands

5

Unrivalled integrated omni-channel play

1,000+ stores catering to both instore and online orders

Key Developments

• Launched 600+ new stores, highest among any fashion & lifestyle retailer globally

Apparel and footwear

• Augmented omnichannel capabilities to 500+ cities under Trends umbrella
• Buoyant revenue led by higher conversion and bill values
• Business recovery driven by strong in-store execution, freshness and impactful activation
• Curating product portfolio relevant to emerging trends drives category performance
• Further strengthened own brands portfolio with continued launch of brands
• Trends assortment now live on JioMart with direct from store shipment at >3,000 pin codes

AJIO

• Revenue run rate up 4x over previous period along with improvement across customer and operating metrics

Fashion & Lifestyle New Commerce

• Significant scale up in business across merchant base, brands, sellers and product offerings. Geographic coverage extended to 2,265 cities

Jewels

• Competitive performance backed by impactful activations and launch of affordable light weight jewellery
• Design capability coming to the fore with launch of collections across the year
• Received the ‘Most Admired Emerging Retail Brand of the Year’ award at Mapic India Retail Awards 2021
• Received ‘The Retailer of the Year’ and ‘Marketing Campaign of the Year’ awards at the Business Leader of the Year Awards

Partner Brands

• In luxury and premium brands, digital commerce revenues up 3x over last year
• Engaging customers by pioneering ‘Distance Selling’ and impactful shopping events

Business Performance

Grocery

Overview

These concepts leverage engaging store experience, trained staff and attractive value proposition to address specific shopping needs of consumers.

Reliance Retail has developed own brands that provide a wide range of quality offerings across various categories such as staples, food FMCG, home and personal care (HPC), and general merchandise

Over the years, Reliance Retail has made significant investments in developing an end-to-end value chain that is backwardly integrated for fresh foods which enables product quality, supply security and sourcing efficiencies. This has resulted in win-win partnerships with producers.

Through its New Commerce initiative, Reliance Retail is linking producers with small merchants and consumers to create a win-win partnership model. The New Commerce footprint is being expanded from 33 cities at present, with investments in supply chain and technology, to make Reliance Retail a trusted partner for millions of merchants across the country.

Differentiated store concepts for Grocery

• Gourmet retail chain

• Destination supermarket store
• Serves food and non-food needs
• Everyday low-price strategy; savings promise

• Neighbourhood multipurpose store
• Blending physical and digital – endless aisle, e-kiosks and digital services

New Age Digital Platforms

• India’s widest footprint hyperlocal grocery delivery platform
• 200+ cities
• Integrated with stores to offer seamless customer experience

Competitive Strengths

1

Robust value chain

Pan-India collection, processing and distribution centres

2

Omni-enabled network at scale

Largest network of stores and digital commerce channels

3

Strong own brand portfolio

Wide portfolio of own brands across staples, consumer products and general merchandise

4

Winning partnerships with brands

Preferred retail partner for new brand launches, promotions, exclusive launches and activations

5

Hyperlocal digital strategy

Serving customers and merchant partners through unique fulfilment model

Key Developments

Business Performance

Pharmacy

Reliance Retail forayed into pharmacy retail during FY 2020-21

It aims to lead the category by pioneering an omnichannel pharma strategy encompassing physical stores, digital platform Netmeds.com, and partnerships with connected local pharmacies. This integrated and inclusive offering will enhance accessibility and affordability of medicines for Indian customers.

Key Developments

Connectivity

Reliance Retail works as the master distributor for Jio connectivity services. The distribution network comprises of 8,200+ Jio stores and a vast network of retailers across the country for new customer acquisitions and recharges.

Jio Stores provide customers bestin-class service of activations, recharges, devices availability and after sales service.

In addition, in order to enhance seamless customer recharge and activation experience, the business has created a unique entrepreneur model by onboarding over 1.6 million Jio Associates who help customers to remain connected at all points in time

To keep friends and family safe, business is encouraging digitally savvy customers to recharge online on their own and stay home, stay safe and stay connected. Business has also enhanced the technology solution/architecture to improve recharge experience on its online partner platforms.

Diversity and Gender Equality

Gender equality is not just about hiring or training women at Reliance Retail, but also a part of its commitment to empower women. Today, women constitute 23% of Reliance Retail’s store workforce. However, it has been observed that women representation at managerial levels drop significantly due to life stage events and other factors.

To develop young women leaders and augment their career path, Reliance Retail launched WE Women Leaders, a focused intervention for high-potential women at managerial levels. The programme instilled greater confidence and understanding of leadership styles among the participants while enhancing their capabilities to take on bigger responsibilities.

Today, women managers run more than 250 Reliance Retail stores, which score higher on several parameters including hygiene standards, discipline and working conditions.

Aditi Anand

“What stood out for me was that the workshop was attended by intelligent women within our organisation and the interactive nature of the session not only highlighted this respect, but also allowed us to get to know each other. The training and tasks helped a lot in self-realisation”.

Empowering Frontline Staff to Serve Consumers During the Pandemic

Reliance Retail’s Learning & Development (L&D) team deployed various digital tools to deliver multiple training sessions, including Virtual Instructor Led Training (VILT) workshops, for the frontline staff.

To support JioMart hyperlocal solution, two vital applications – UROVO and GRAB – were implemented. Within a month, 7,500 associates were trained on the UROVO application and 5,000 delivery partners underwent the GRAB training through digital tools like JioMeet/MS Teams.

Reliance Retail also aggressively hired frontline employees. Of the total 65,000+ new hires, 53,000+ were freshers. Training interventions, induction and role-readiness programmes were deployed on a massive scale to make them job-ready in the shortest possible time. It also hired and trained 15,000 delivery partners.

At Reliance resQ, we make sure that each one of our service technicians goes through a 144- hour in-depth training, followed by rigorous assessment and certification process. We have built five fully equipped Regional Training Labs across the country at all major cities and are in the process of building the sixth.

Ensuring Safety and Well-being of Employees and their Families

Reliance Retail understood the impact the pandemic can have on the physical and mental health of its employees and proactively stepped up efforts to ensure their well-being.

Physical well-being

• Hospital tie-ups to ensure proper medical care for employees and their families
• Physical distancing, staggered shifts, sanitising stations, distribution of PPE suits, face masks, gloves, face shields and sanitisers
• Rigorous awareness drive undertaken, including extensive safety and hygiene training for frontline employees and service partners
• Awareness campaigns for Emergency care – REFERs, Jio Health Hub
• Antibody test administered to over 50,000 frontline employees
• Prophylactic medicines provided to 43,000+ frontline and supply chain staff

Mental well-being

• Rolled out ‘Spring’ – a series of workshops on positive thinking habits and wellness
• Organised online yoga sessions, Zumba classes, Drum and Jam, and counselling workshops to reduce stress
• ‘Sampark’ initiative – calling each employee at least once a month to boost morale

Initiated vaccination drive for employees and their families

3,50,000+

Staff and service partners undertook COVID-19 Symptom Checker Survey daily

COVID-19 response

Navigating the Situation While Future-Readying the Business

Broad-based decisive actions taken to secure and recover business

Outlook

Reliance Retail has charted out its growth path to become a leading top league global retailer. With a view to serving and delighting its customers far and wide, in the near term the business will focus and drive the following five key strategic thrusts:

• Develop supply side ecosystem and invest in design, product development and sourcing
• Leverage broader India retail opportunity through continued store expansion
• Scale up digital platforms across businesses, led by JioMart
• Onboard merchant partners across categories and geographies
• Build new businesses, segments and own brands

To support this, the business will look to establish an extensive supply chain network, leverage technology backbone and build talent and organisation for a world-class retail enterprise.