22 Motorpoint Group PLC | Annual Report and Accounts 2023
and eCRM capability. These
enhancements are all designed to
improve the customer journey and
increase eiciency.
We continually enhance the way
in which we use data to make
informed decisions, particularly with
regard to how we price vehicles.
Our capability has been bolstered
with the introduction of Tom Tang
who joined Motorpoint as Chief
Technology Oicer in March. Tom
has over 20 years of experience
in technology leadership with his
recent roles as CIO, Alliant Energy,
Sainsbury’s and Argos. Tom is
an advocate of the beneits of AI
capabilities which beneit both the
customer and employee. A key focus
for the business has been the use of
automation to improve eiciency,
whether it be making things easier
for customers in store and on the
website or automating back oice
functions. Automation progress will
further accelerate as Tom settles
into the business.
The investment that we undertook
in FY23 was to build a market leader.
This included future-prooing
the business, providing us with
enhanced technology capabilities to
improve our customer proposition
and automation to drive eiciencies,
both of which help us to withstand
tougher market conditions. The
Group is now better positioned
for the future, and we are in a
position to scale back on our
investment spend, utilising these
new capabilities, and focus only
on pursuing the most impactful
strategic investments.
Customers
As we innovate our omnichannel
customer experiences, our highly
engaged team continued to deliver
our market leading proposition
of Choice, Value, Service and
Quality to our loyal customers with
an unerring focus on customer
satisfaction. Our NPS for sold
vehicles remains at a record high 84.
During FY23, we introduced Project
One, which is Group wide, and looks
at how Motorpoint will operate in the
future to seamlessly join our online
and in store customer journey. The
focus currently is on improving
customer experience, and how we
can serve them even better, linking
their in store experience to online
research. How customers shop
with us is becoming increasingly
interchangeable between channels.
Our team
Our operating model of how our
employees and stakeholders
interact, the Motorpoint Virtuous
Circle, combined with our Values
of Proud, Happy, Honest and
Supportive continue to provide a
robust framework for explaining
how we get things done and what
factors to consider when decisions
are required.
During the year, we introduced
new and improved tools to help us
attract and retain the best talent
including a new careers website
and e-applicant tracking system,
an onboarding tool and a powerful
internal communication platform.
We are already seeing the beneits
of attracting top talent and we were
pleased to receive an increased
number of applicants for positions
at our new store in Ipswich.
We believe that the engagement
of our team is directly correlated
to our customer satisfaction, and
we sponsor multiple initiatives to
enhance their experience with
Motorpoint. Our ‘One Big Dream’
initiative has been a huge success,
with our people using two paid
hours per month for their own
fulilment. We are proud to have
again been selected in the UK’s 100
Best Companies to Work For, our
ninth consecutive selection.
At my senior team level, with the
introduction of Kal Singh, Chief
Operating Oicer, in December
and more recently, Tom Tang,
Chief Technology Oicer, in March,
I believe that all the building
blocks are now in place to further
accelerate our strategic objectives.
Environmental, Social and
Governance (‘ESG’)
The Group has made signiicant
progress on its ESG strategy. The
ESG Committee is fully operational
and has been instrumental in setting
out appropriate ESG targets. We
want to be viewed as the most
environmentally friendly used
carretailer.
During FY23 we have had a
speciic focus on ‘GHG emissions
and reductions’, ‘recycling,
waste recovery and reductions’,
and ‘energy use, conservation
and reductions’. We delivered a
7.3% reduction in energy usage
per square foot compared to
FY22, and waste to landill was
practically zero (0.2%). Also, water
consumption fell by 15.4% in the
year. Working towards these targets
has seen us make good progress
in data availability, visibility, and
awareness across the business.
Throughout FY23 we have remained
committed to energy management,
championing this through
internal communication channels
which promote and incentivise
energyeiciency.
From an Electric Vehicle (EV)
standpoint, FY23 saw us make
substantial progress upgrading our
estate to support this expanding part
of the market. We sold 137% more
EVs this year compared toFY22.
Outlook
As already mentioned, rising
inlation and interest rates,
consumer uncertainty and vehicle
supply challenges signiicantly
aected the used car market and
impacted our inancial performance
in FY23. However, Motorpoint
has a strong track record of
demonstrating inancial resilience in
a downturn, with market share gains
and an ability to eectively manage
cash resources. This ability will allow
the Group to continue investing
prudently in our strategic objectives.
The Group expects to emerge in
a normalised market as a leaner
and more valuable business ready
to seize a signiicant opportunity.
Our short term focus is on cash
conservation by increasing margin
and lowering our cost base, which
will improve proitability.
Mark Carpenter
Chief Executive Oicer
14 June 2023
CHIEF EXECUTIVE’S STATEMENT CONTINUED