We want to be the best pet care business in the world and will deliver this experience to customers through our unique and sustainable strategy.

Be The Best

Our strategy is delivered through four initiatives;

Bring the pet experience to life

  • Put our pets centre stage
  • Digitise our business and become the specialist market leader for online pet care
  • Keep prices competitive and cheaper than competitors for our most loyal customers
  • Grow private labels to 50% of our sales
  • Optimise our store network, relocating or closing a small number of stores, accommodated by lease breaks or expiry

Use our data to better serve customers

  • Connect customer data across the retail and vet businesses to deliver more personalised offers for customers
  • Give colleagues information to better serve customers at the point of sale
  • Utilise data across the business to drive strategic decision making and automation

Set our people free to serve

  • Give our highly trained store colleagues more time with customers by removing inefficiencies and needless tasks
  • Build the systems to enable our new strategy and reduce overheads across the business
  • Ensure we are building the right teams with the capability and skills to deliver our plan

Deliver 50% of sales from pet care services

  • Develop our stores of tomorrow, with more space dedicated to pet care and services, and a more engaging customer experience
  • Extend our subscription expertise into pet care plans, offering combination packages of products, vet care and grooming
  • Recalibrate our First Opinion vet business and realise free cashflow growth by accelerating maturity in existing practices
  • Grow our Specialist Referral business through existing hospitals and opening new centres