Metro Singapore wins Department Store of the Year award at Retail Asia Awards 2023

The award recognises the department store chain’s commitment to sustainability, community outreach, and innovative initiatives.

For more than six decades, Metro has redefined the local department store concept in Singapore whilst raising the bar in the retail landscape. It was a beacon of style, innovation, and sustainability, capturing the hearts of shoppers of all ages.

To stay relevant despite the challenging retail environment, Metro has consistently prioritised understanding customer preferences, which has been the driving force behind the company's growth. By leveraging data analytics, the group gains valuable insights into customer buying behaviour and shopping preferences. This data serves as a foundation for enhancing the shopping experience and enables the group to adapt & respond quickly to changing buying behaviour by curating relevant products both in-store and online. The group focuses on customer preferences and data-driven decision-making will ensure that customers can enjoy seamless shopping experiences.

One of the commitments, catering to changing consumer needs, is through the expansion of in-house product development. But what truly set them apart were their unique and innovative initiatives focused on sustainability. Metro embraced the use of sustainable resources, such as vegan linen and sustainable viscose, which were adorned with properties such as BioShield™. This unique fabric treatment formula produced fabric that is antiviral, antibacterial, and water-repellent properties, ensuring that it lasted up to 30 washes. The company's partnerships with educational institutions and fabric suppliers have expanded their range of products, enhancing their significance and relevance. These initiatives embody the group's retail strategy, which focuses on delivering well-designed, high-quality, and valuable products.

In a groundbreaking move, Metro Singapore embraced digital transformation and globalisation by partnering with WeChat, a popular social media platform, to launch a store within Weixin Mini Programs. This strategic collaboration enabled Metro to extend its reach and make its wide range of products accessible to millions of Weixin users. By embarking on this digitalisation journey, Metro became the first department store in Singapore to take this innovative step.

The partnership between Metro and WeChat signifies the increasing significance of digital platforms and their impact on traditional businesses. WeChat, known as Weixin in mainland China, is a versatile app that combines instant messaging, social media services, and digital wallet functionality. With approximately 1.3 billion monthly WeChat users, Metro tapped into the immense user base of Weixin, gaining access to millions of potential customers in Singapore and beyond. This move aligns with the digitalisation trend observed in Southeast Asia, where businesses are leveraging digital technologies to enhance consumer services, expand market penetration, and boost productivity.

Whilst expanding their digital presence & with the increase in cyber threat, Metro Singapore also prioritised cybersecurity, fortifying their e-commerce platform with advanced measures. By implementing 3D-secure payment, additional verification processes, and SMS OTP verification, they ensured secure transactions for their customers. The Group also conduct regular security assessments with relevant authorities such as the Cyber Security Agency of Singapore (CSA). The group is committed to providing a safe and secure shopping experience for all its customers.

But Metro's commitment did not end there. They recognised their responsibility towards the environment and actively engaged in various sustainability initiatives. From tree planting to beach clean-ups, they left no stone unturned in reducing plastic waste. In a remarkable feat, Metro joined WWF Singapore's Plastic Action (PACT) Initiative and made a significant impact by encouraging over 1 million customers to participate in ‘Bring your own bag’ campaigns. They also made substantial strides in replacing plastic shopping bags with eco-friendly paper bags sourced from Forest Stewardship Council (FSC) certified paper since November 2022.

Community outreach held a special place in Metro's heart. They initiated numerous programs to give back to society. From hosting food donation collection points to organising blood donation drives, Metro tirelessly worked to make a positive difference. They also collaborated with learning institutions, providing mentorship and work-life experience opportunities to students, and nurturing the leaders of tomorrow.

Despite the challenges posed by the COVID-19 pandemic, Metro's dedication and resilience shone through. Their retail revenue witnessed a remarkable increase of 20% from the FY 2022, a testament to their resilience, adaptability and unwavering customer loyalty.

The culmination of Metro Singapore's exceptional efforts came in the form of the prestigious Department Store of the Year award at the Retail Asia Awards 2023. This coveted recognition celebrated their ability to navigate the ever-changing retail landscape whilst delivering exceptional value to consumers and maintaining healthy revenues.