Selma PostmaGeneral Manager

Patrick DaniëlsSenior Director Operations

Albert Heijn Online

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Our Proposition

Serving our customers anyhow, anytime,

anywhere

BroadAssortment> 47% fresh

High customer satisfaction

PersonalShopping

experience

Strong online

brands indense urban

markets

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Albert Heijn has always been innovative

1987 2015

1987: Start of James Telesuper

2001: Albert.nl

2009: Launch of Appie app

2012: First Pick-up Point opened

2013: Expansion Assortment

2014: AH.nl

2015: Allerhande Box

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Strongest brand with high brand awarenessTop 100 Most Trusted Dutch brands*

• Albert Heijn• Philips• Google• Bol.com• Samsung

Top 100 Most Influential Dutch brands*

• Google• Microsoft• Facebook• Albert Heijn / Samsung• Ebay• Youtube• Bol.com *Source: 2013 IPSOS Brand Monitor

** Company research

Brand awareness of AH.nl**

2012

52%

2015

83%

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Serving our customers anyhow, anytime, anywhere

86% of Dutch households can

receive home delivery

Grocery shopping 24/7

• Home Delivery 6 day/week 7.00 – 21.00

• 49 Pick Up Points• ah.nl en appie 24/7• 900 Stores 14 h/day

Right into your kitchen

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Unique omni-channel capabilities

• Omni-channel customers* are more loyal and spend more

• Combined loyalty card gives us an extensive one-view of the customer

• Ability to leverage promo and campaign investments

*Source: Bonus card data of >10k customers

Offline sales(6 periods pre-online)

E-commerce Total spend

+21%

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Helping our customers with the best technology

• Shared shopping lists for multiple devices

• Memorizing your shopping list

• Personal offers based on profile

• Shopping lists for special occasions

• Recipes database and instruction videos

• Optimal store route of your shopping list

#1 Retail App NL(#23 overall)

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PersonalShopping

experience

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PersonalShopping

experience

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PersonalShopping

experience

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Inspiration & Easy

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Broad assortment and > 47% fresh

Our online offering is larger than our largest store assortment

2012 2013 2014

9.000SKU

21.900SKU

25.000SKU

27.600SKU

2015

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BroadAssortment

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BroadAssortment

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Developments in our offering

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High customer satisfaction

Highly satisfied customers

5 million unique visitors on ah.nl

Every weekEvery month

More orders delivered

Every day

Orders AH Online 2012-2015

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AH.nl makes grocery shopping faster and easier

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Operational excellence in online (fresh) food

Efficient Fulfillment

Replenishment, Fulfillment and

DeliveryEfficient

Transport

Driving force in clean

transport solutions

Combining fresh, dry and frozen

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Replenishment, Fulfillment and Delivery

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Efficient Transport

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Efficiency in every mile!

• 3 Home Shop Centers• 1 Center for long tail ambient• 12 HUB’s• 44 Pick Up Points• 86% coverage of households

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Driving force in clean transport solutions

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Efficiency in fullfilment

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Great quality - Fresh food fulfilment• AH.nl gets fresh directly delivered

to the Home Shop Centers 4 times a day

• Average fresh inventory value at 0.7 days

• AH.nl guarantees a cool chain of 13 hours after leaving the fresh area at the HSC

• Certified by external auditors (ISO, Lloyd’s)

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Combining fresh, dry and frozen

Three temperature zones

Efficient logistics High basket size

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Summary

Valued proposition by our customers

Enabled by excellent operations

Serving our customers anyhow, anytime,

anywhere

BroadAssortment> 47% fresh

High customer satisfaction

PersonalShoppingexperience

Strong online

brands indense urban

markets

EfficientFulfillment

Replenishment, Fulfillment and

DeliveryEfficient

Transport

Driving force in clean

transport solutions

Combining fresh, dry and frozen

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Thanks for your attention