Renuka Jagtiani, Chairwoman of Landmark Group, underscored the company’s digital transformation and consumer-centric strategy during her appearance at the Reuters NEXT Gulf 2025 summit. Speaking on a panel titled “The New Corporate Playbook: Adapting to Shifting Consumer Behaviour,” Jagtiani joined industry leaders Ahmed El Sheikh, President & General Manager for MENAPAK Foods at PepsiCo; Khatija Paruk Haque, Chief Economist EEMEA at Mastercard Economics Institute; and Phillip J. Jones, Chief Tourism Officer of The Royal Commission for AlUla.
The discussion explored how businesses across the Middle East are recalibrating strategies to meet evolving consumer expectations in an increasingly digital and experience-driven economy. Jagtiani’s remarks highlighted Landmark’s journey from a regional retail chain to a fully integrated omnichannel powerhouse serving millions of customers across 11 countries.
Omnichannel Transformation and Digital Ecosystem
Renuka Jagtiani noted that Landmark Group has evolved from a traditional brick-and-mortar retailer into a dynamic omnichannel ecosystem. “Today, 20 percent of our business comes from online channels,” she said, emphasizing how digital adoption has become a key growth engine for the Group.
The company’s omnichannel model integrates physical stores with e-commerce platforms, mobile apps, loyalty programs, and real-time customer insights. This integration enables shoppers to browse, purchase, and return products seamlessly across physical and digital touchpoints. With its extensive network, Landmark now serves more than 100 million customers annually.
The Group’s brands including Centrepoint, Home Centre, Max Fashion, Babyshop, and Lifestyle leverage shared logistics and data infrastructure to maintain consistency in experience and service across markets.
Technology-Driven Efficiency
Jagtiani also highlighted how advanced technologies such as artificial intelligence, robotic automation, and blockchain are driving operational efficiency and transparency throughout Landmark’s value chain.
“Our logistics and supply-chain backbone is one of the largest in the region,” she said. “We’ve built a system where AI and automation work together to improve forecasting, inventory management, and last-mile delivery.”
Landmark Group’s supply-chain digitization extends across regional distribution centers, enabling faster replenishment and end-to-end visibility. Blockchain applications help track the movement of goods while ensuring compliance and sustainability.
In addition, RFID-enabled stores and self-checkout technologies are redefining the in-store experience, allowing customers to make purchases with minimal friction. These innovations, combined with automated furniture delivery now exceeding 4,500 orders daily have significantly improved service speed and accuracy.
Data, Loyalty, and Consumer Insight
Jagtiani described customer data as one of Landmark’s most valuable assets. The company’s loyalty platforms, Shukran and Landmark Rewards, serve over 85 percent of the Group’s customer base. Through these programs, shoppers enjoy personalized recommendations, exclusive rewards, and gamified experiences tailored to their preferences and purchase history.
She noted that the integration of data analytics with customer relationship management (CRM) enables Landmark Group to understand customer journeys in real time. “We have transitioned from transactional retail to relational retail,” Jagtiani explained. “Our platforms empower us to predict what our customers want before they ask for it.”
The Group’s investment in data infrastructure has allowed it to maintain consistent engagement across 11 markets, adapting offers and communications to cultural and economic differences while maintaining the same brand promise.
Regional Leadership in Logistics and Scale
Landmark Group’s vast logistics network underpins its regional leadership in omnichannel retail. The company operates advanced fulfillment centres and warehouses strategically located across the Gulf, the Levant, and North Africa. This infrastructure supports both e-commerce orders and in-store stock replenishment, ensuring high service levels.
Jagtiani emphasized that the Group’s regional scale serving 100 million plus customers enables it to negotiate favorable supplier terms, reduce costs, and invest in technology. “We see logistics not just as a cost centre but as a growth engine,” she said. “Our ability to deliver quickly and efficiently gives us a competitive advantage.”
The Broader Panel Discussion
The Reuters NEXT Gulf 2025 session gathered corporate leaders from multiple industries to discuss how regional companies can remain agile amid global economic volatility and evolving consumer expectations.
Ahmed El Sheikh of PepsiCo MENAPAK emphasized the importance of sustainability and portfolio diversification as consumer preferences shift toward health-focused products. Khatija Paruk Haque of Mastercard Economics Institute provided macroeconomic context, noting that the Middle East’s consumer spending growth remains resilient despite global headwinds. Phillip J. Jones from AlUla Tourism highlighted the link between experiential travel and consumer trust in brand authenticity.
Together, the panelists outlined a “new corporate playbook” based on adaptability, digital acceleration, and purpose-driven leadership.
Innovation, Resilience, and Customer-Centricity
For Jagtiani, innovation and customer-centricity remain at the heart of Landmark Group’s success. She described how the company’s digital tools empower frontline employees to personalize interactions, respond faster to customer feedback, and maintain service excellence across channels.
“Innovation is not just about technology; it’s about mindset,” she remarked. “Our teams are encouraged to experiment, fail fast and learn faster. This culture of agility keeps us relevant to today’s customer.”
The Chairwoman added that Landmark’s focus on data-driven decision making has helped the company navigate challenges ranging from supply-chain disruptions to shifting consumer behaviour during the pandemic. The company’s commitment to continuous innovation, she said, ensures its brands remain integral to the everyday lives of its customers.
A Vision for the Future of Retail
Looking ahead, Jagtiani outlined three core priorities for Landmark Group’s future: enhancing digital capabilities, accelerating sustainability initiatives and strengthening regional collaboration.
The Group plans to expand AI-driven personalization, deepen blockchain integration for supply-chain traceability and introduce new self-service formats across key markets. It also aims to embed environmental and social goals into its growth strategy, focusing on energy-efficient logistics, sustainable packaging and community engagement programs.
“The future belongs to organizations that balance purpose and profit,” Jagtiani said. “At Landmark, our mission is to improve everyday living for our customers while creating shared value for society.”
Outlook for Regional Retail Ecosystem
The Middle East’s retail sector is entering a new phase of digital maturity. Driven by a young, mobile-savvy population and supportive government policy, regional players are increasingly integrating technology and customer data into operations. Landmark Group’s transformation serves as a case study in how legacy brands can adapt without losing their core identity.
Industry analysts say Landmark’s leadership in omnichannel logistics and AI-driven efficiency sets a benchmark for others in the region. Its combination of scale, local knowledge and technology adoption positions it well for continued growth as consumer behaviour in the GCC and beyond evolves toward personalization and convenience.
Conclusion
Renuka Jagtiani’s remarks at Reuters NEXT Gulf 2025 reaffirmed Landmark Group’s status as one of the region’s most innovative and customer-centric retail conglomerates. By investing in technology, data and logistics while preserving a human-focused approach to retail, the company continues to set new standards for omnichannel excellence.
As the panel concluded, Jagtiani summed up the essence of the discussion: “The future of business is about connection connecting channels, technologies and, above all, people. At Landmark, that connection is our purpose.”
