Business and Strategy

Business and Strategy

Our Business

Ramsdens is a growing and diversified financial services provider and retailer. The Group operates in the four core business segments of;

  • foreign currency exchange, primarily holiday currency notes supplemented by travel card sales and International bank to bank transfers
  • pawnbroking loans, which are short term loans up to 6 months in duration secured on items of jewellery or watches
  • precious metals buying, which is the buying of gold and silver from customers and selling the non retail pieces to a bullion dealer, and;
  • retailing of second hand and new jewellery

During the last financial year, the Group served more than 800,000 customers across its different services.

The business is headquartered in Middlesbrough and has a trusted brand. The first Ramsdens store opened in Stockton-on-Tees in May 1987 and there are now over 134 stores including 4 franchised stores (126 as at September 2017) supported by a growing online presence.

In a market where trust is critical, Ramsdens is an increasingly recognised brand in each of our four key business segments and our continued investment in marketing, store appearance and store location remain key factors in supporting the Group's growth.

The Board believes that the strong balance sheet and growing positive cash flows underpin the Group's ability to leverage the strength of a recognised high street brand with a diversified offering. The Board is confident that Ramsdens can continue to adapt and prosper, and is focused on delivering strong and ongoing capital and income returns for investors.

Our Growth Strategy

The Ramsdens' growth strategy remains unchanged and built on the following pillars:

  1. Continuing to improve the performance of our core estate
  2. Expanding the Ramsdens branch footprint in the UK
  3. Developing our online proposition
  4. Continuing to appraise market opportunities presented by operating in a challenging market, and;
  5. Developing our people

Continuing to improve the performance of our core store estate

The Group has a continuous improvement philosophy. This has resulted in initiatives to:

  • Increase staff skills, motivation and performance rewards
  • Increase the foreign currency margin and the average transaction value
  • Improve retail operations to generate more from the pawnbroking loan book
  • Increase the retail jewellery stock whilst maintaining close control of stock turnover and discounting older stock lines
  • Investing in the retail jewellery proposition
  • Cross selling services across the customer base
  • Review store capacity and location
  • Develop the new international money transfer service.

By increasing the performance of the existing stores, the Group will improve the return on capital employed.

Expanding the branch footprint in the UK

The Group has the opportunity to infill within existing geographic territories, “ripple out” from existing territories or seek new territories as it has in the past with growing branch estates in Wales and Scotland.

Our medium-term strategy remains to grow the estate by 12 stores per annum. 

Developing our online proposition

The development of the online channel is seen as additive to the core branch proposition. Online is viewed as its own profit centre, akin to a branch, but also acts as a reference point for all branches to aid instore sales.

Ongoing investments have been made in relation to search engine optimization and the customer journey to improve the results of www.ramsdensjewellery.co.uk website which is a transactional website focused on jewellery retail only and www.ramsdensforcash.co.uk which has a greater focus on foreign currency exchange. 

The above investments are the start of a journey to improve the online proposition from Ramsdens in order for the business to become multi-channel. 

Continuing to appraise market opportunities presented by operating in a challenging market

The backdrop is one of Brexit uncertainty and generally a struggling retail market. The Directors believe that the strength of the Group’s balance sheet, strong cash generation and diversified income streams will enable it to take advantage of opportunities that may present themselves.

The number of pawnbroking providers and outlets remains stable. The higher than average gold price is currently helping pawnbrokers.
 
Banks and travel agents are closing locations which results in customers seeking new local providers for travel money.

Retail jewellery trading is challenging with some independent jewellers closing stores.

Developing our people

At the heart of our growth strategy is a continuous improvement ethos. This can only be imbedded across a business by the people within it sharing a common mission, having a willingness to develop, being motivated to work hard and maintaining a focus on the customer.

Our people are well trained and highly skilled which allows the business to devolve decision making to staff close to the customer. This empowerment helps Ramsdens’ people to better engage with, and be part of, the local community, which is a key contributor to the Group’s strong customer relationships, high repeat business, growing customer base and growing product penetration across services. It is notable that the main source of customer acquisition remains customer recommendation.

During the last year, 30 Senior Managers within the business have and are participating in a leadership development programme. This programme has been designed to enable these key influencers to live the Ramsdens core values and embed them throughout all activity within the business.