Albert Heijn Online - Ahold · Albert Heijn Online 15 Deliver from 7 AM until 10 PM One stop shop with Albert Heijn, Etosand Gall&Gall All the groceries you need, from affordable

1 Albert Heijn Online

Albert Heijn Online Selma Postma

General Manager Albert Heijn Online


Ahold Delhaize’s flagship in online grocery: ah.nl

Source: Ahold Delhaize Capital Markets Day December 2016


Supermarkets

E-commerce

Smaller formats

Albert Heijn – Overview of operating unit

#1

#2

#6

#1 #1

Also products from

Pick up point for ah.nl &



Mobile

ordering

1986 2002 2009 2016 2015 2014 2013 2012 2011 2010

Mobile

ordering

Mobile

ordering

Mobile

ordering

Mobile

ordering

Mobile

ordering

Mobile

ordering Mobile

ordering

Mobile

ordering

2017

More than 30 year in online grocery business

Mobile

ordering

Ahold acquires James Telesuper Appie for iPhone

Albert.nl launched

Mobile ordering

OneAH (ah.nl) Launch Pick up Points

Appie app for Tablet Subscription

Instant deliveryd Selfscan


2008 2009 2010 2011 2012 2013 2014 2015 2016 2017

>20%

(CAGR ’12-’17)

Orders ah.nl tripled over past 4 years


Our customers’ needs are changing




Disruption

Health

ah.nl





0%

1%

2%

3%

4%

5%

6%

7%

2015 2016 2017 2018 2019 2020

0%

1%

2%

3%

4%

5%

6%

7%

2015 2016 2017 2018 2019 2020

LTP 2016 estimate

LTP 2017 estimate

Actual

Assumption 2016

Assumption 2017

2016 - 2017 :

Market: +51% growth from 1.7% to

2.5%

Fast growing online grocery market in The Netherlands


Proposition

ah.nl


Our proposition


Delivery right

into the

kitchen

We take all

your

returnable

goods and

settle them

right away

Strict ID

check

procedure for

alcohol

orders

One stop shop with Albert Heijn, Etos and Gall&Gall

All the groceries you need, from affordable to luxurious

Fast and easy ordering

A personalized app and ah.nl, to quickly find your favorites

Inline

We serve you everywhere: delivery, customer service and in-store

Your groceries delivered to your kitchen

And we take your empty crates and bottles with us

Delivered when it suits you

Every day from 7h to 22.30h. And you never have to wait

Service with a smile

We are always there for you, often with small surprises

Your groceries delivered right into your kitchen

Coverage

86% of

Households

in The

Netherlands


Deliver from

7 AM until

10 PM





Inline








We offer

90 delivery

slots

weekly

Track &

Trace and

text

notification

Delivery when it suits you


Our delivery

employees and

customer

service are

highly

appreciated by

our customers

We offer free

samples and

surprises





Inline








Call center

takes

immediate care

of potential

delivery errors







Inline








2012 2013 2014 2015 2016 2017

9.000

SKU

21.900

SKU

25.000

SKU

27.600

SKU 26.500

SKU


2018


We serve you everywhere, what you want and how you want it

Home delivery:

As of €2.50

Min order: €70.00

Within 15 hrs

Pick up:

As of €2.50

Min order: €0.00

Within 15 hrs

Instant delivery*:

As of €5.00

Test

Within 2 hrs

In store:

In >900 stores


Our operations, everyday perfect orders

ah.nl


Inbound

90% of inbound replenished from Albert Heijn supply chain

10% via direct delivery, fully integrated in our order flow

Consequently low stock levels

All inbound on rolling load carriers

Outbound

Infrastructure enables standardized

way of working for all processes

Different obtainment methods

for customers (B2B - B2C - PUP)

Efficient operational model, leveraging AH supply chain


And leveraging Albert Heijn’s replenishment

Customer

demand

forecasting

Delivery Delivery

Stock

Level

Store

Order

Store Demand

Forecast

Replenishment

Monitoring

Customer Demand

Forecast

Stock

Level

Warehouse

Order

Warehouse Demand

Forecast

Sales

Store DC

Store

demand

forecasting

Warehouse

demand

forecasting


Low capex model, best in class productivity serving 86% of NL

4 ‘Home Shop Centers’ (HSCs)

4 National centers

Non-perishables

Frozen

Fresh

Bake-off (3P)

17 HUB’s

Serving:

86% of Dutch HHs with Home Delivery


Delivering great quality fresh food

• AH.nl gets fresh directly delivered to the Home

Shop Centers 2 times per 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

• Fresh is 56% of total sales

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

• Frozen, fresh and perishables transported to the

customer in product specific containers


>98% on time via real time delivery tracking and steering


Fast and easy shopping

ah.nl


We are where the customer needs us


Web and App


Provide weekly meal sollutions





Inline








Personal offers

Predict my list

What’s for dinner

Add recipes while shopping

Testing customer preferences

Provide additional help

1

2

3

Fast and easy shopping


Extra value and extra convenience by using customer data

The convenience of predict my list The value of personal promo


Easy shopping online


Get inspiration

and information

in store Add recipes to

your list

while shopping

Easy Shopping in store





Inline








Order where

you want to


Fast and easy shopping at third party sites


Fast and easy shopping at third party sites


Testing connection with smart devices to make life easier for our

customers



Cautionary notice

Forward-looking statements This communication includes forward-looking statements. All statements other than statements of historical facts may be forward-looking statements. Words such as purpose, build, bringing, every day, promises, invest, fund, drive, are, innovative, do, earn, take, win, on track, is accelerating, ambition, 2018, 2019, 2020, estimated, are changing, growing, proposition, delivered, delivery, never, always, serve, have to, offer, takes care, consequently, best, gets, on time, or other similar words or expressions are typically used to identify forward-looking statements. Forward-looking statements are subject to risks, uncertainties and other factors that are difficult to predict and that may cause actual results of Koninklijke Ahold Delhaize N.V. (the “Company”) to differ materially from future results expressed or implied by such forward-looking statements. Such factors include, but are not limited to the risk factors set forth in the Company’s public filings and other disclosures. Forward-looking statements reflect the current views of the Company’s management and assumptions based on information currently available to the Company’s management. Forward-looking statements speak only as of the date they are made and the Company does not assume any obligation to update such statements, except as required by law. Ahold Delhaize is one of the world’s largest food retail groups and a leader in both supermarkets and e-Commerce. Its family of great, local brands serves more than 50 million customers

each week in 11 countries. Together, these brands employ more than 370,000 associates in more than 6,500 grocery and specialty stores and include the top online retailer in the Benelux

and the leading online grocers in the Benelux and the United States. Ahold Delhaize brands are at the forefront of sustainable retailing, sourcing responsibly, supporting local communities

and helping customers make healthier choices. Headquartered in Zaandam, the Netherlands, Ahold Delhaize is listed on the Euronext Amsterdam and Brussels stock exchanges (ticker:

AD) and its American Depositary Receipts are traded on the over-the-counter market in the U.S. and quoted on the OTCQX International marketplace (ticker: ADRNY). For more

information, please visit www.aholddelhaize.com.

http://www.aholddelhaize.com/

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Albert Heijn Online - Ahold · Albert Heijn Online 15 Deliver from 7 AM until 10 PM One stop shop with Albert Heijn, Etosand Gall&Gall All the groceries you need, from affordable