Enriching Lives from Bricks to Clicks
Placing customers at the heart of everything they do, Landmark Group is proud to enrich lives through their well-loved brands across retail, hospitality and leisure. For this interview, we were given the chance to speak with Kabir Lumba, CEO of Landmark Retail to discuss the heritage of the company and how, after more than 50 years in operation, they continue to evolve to better serve their customers.
The Landmark Group story began in 1973 when Micky Jagtiani, the business’s late founder, initiated the journey with a single store in Bahrain. Driven by an ever-growing passion and a determined entrepreneurial spirit, he set forth on a path to success.
Central to this journey are Landmark Group’s core values of iLEAD – Listen, Empower, Adapt and Deliver – with Integrity, which encapsulates the essence of the company’s ethical and responsible business practices. These values, stemming from the mission and beliefs, fostered by Micky Jagtiani, the late founder of the Group, have been the compass guiding the business on their journey, with consumer-centricity, adaptability and commitment at its core.
“Today, Landmark Group stands as a beacon of value-driven entrepreneurship. Our purpose, deeply ingrained in ‘creating exceptional value for all the lives we touch’, is the driving force behind every decision and initiative we take,” explains Kabir Lumba, CEO of Landmark Retail.
With over 2,500 stores across 21 countries, the brands of Landmark Group strive hard to maintain the trust of their customers. They operate over 25 owned brands as well as several franchise and JV brands, offering a diverse range of products and services across retail, hospitality, fitness and leisure. Their retail footprint covers a wide spectrum, including segments such as fashion apparel, kids, home, electronics and supermarket.
Supported by 48,000 employees, with 24,000 of these in the GCC alone, Landmark Group’s presence over the past decade has extended to more than 100 million families across the GCC, India and South East Asia. Through their array of brands and offerings, they have been able to make a meaningful impact on the lives of millions, forging a connection that resonates deeply.
“Our future business growth plans are robust and we aim to continue with our growth momentum. We have been steadily expanding our footprint across India and South East Asia in the past year. Today we stand at over 800 stores across India and over 60 across South East Asia,” Lumba highlights.
As a dynamic and technology-driven retailer, they have made significant strides towards becoming the largest non-food omni-channel retailer in the GCC region and the second largest in India. Their e-commerce presence is a key driver of their success, with strong growth and double-digit penetration accounting for over 17 per cent of their channel sales in GCC presently through their omni-channel brands.
When discussing how the Group maintains its market position, Lumba tells us how they constantly strive to make decisions that reflect the importance of delivering exceptional customer value and experience. He goes onto say that their entrepreneurial spirit has guided them in establishing businesses across various categories that cater to a wide population.
The business is heavily focused on delivering value to their customers and they have developed deep connections with the diverse nationalities living in the region, growing with them and becoming a part of every home. They are grateful for the trust shown by their 13.7 million loyal Shukran customers who have made Landmark’s brands a part of their homes and lives.
“As one of the largest omni-channel businesses in the region we continuously invest in creating exceptional customer journeys across physical and online as well as logistics and supply chain infrastructure capabilities. We are constantly evolving our in-store experiences to combine aspects of visual enhancements and technology, with convenience-led features such as Click and Collect, single view of inventory and self-checkout counters,” says Lumba.
In addition, Lumba says that the Group continuously upgrade their capabilities across their warehouses, distribution centres and last mile to offer a seamless omni-channel customer experience offering same day and next day deliveries in several countries, with 70 per cent of order fulfilment through Landmark’s owned last mile. They also regularly leverage their Shukran data to offer personalised and gamified experiences across their online platforms.
A key part of the Landmark Group brand ethos is sustainability and they remain committed to playing their role in this ever-important arena through a comprehensive sustainability framework that addresses the pillars of Sustainable Products, Sustainable Operations and Sustainable Customer Journeys. The company’s vision is to become net zero across scope 1, 2 and 3 between 2040 and 2050. They continue to take tangible steps to diminish their environmental impact, implementing eco-efficient practices throughout their stores and distribution channels.
Landmark Group’s sustainability commitment is further evident through their active engagement in responsible sourcing.
“Our Responsible Sourcing Program continues to evolve along with the best existing standards to ensure robust holistic upstream sourcing governance & oversight. Splash started working on its sustainability strategy in 2015 and became one of the first GCC brands to become a member of the San Francisco-based Sustainable Apparel Coalition (SAC) and Better Cotton Initiative (BCI). Max, a value brand (& our largest), aims to source all its products more sustainably within the decade.”
Poised for continued growth and innovation, Lumba believes that as a homegrown Middle East organisation with a presence across the region, India and South East Asia, Landmark Group is deeply committed to making a positive impact on society, its employees and the environment.
“We believe that our success is rooted in the relationships we forge, the communities we serve and the genuine care we have for our customers and employees. Our legacy is intertwined with a history of entrepreneurship, constant innovation to stay relevant, a commitment to sustainability and an unwavering focus on delivering exceptional value,” Lumba concludes.
