7-Eleven
Careers at 7-Eleven
MISSION
7-Eleven aims to be the largest and most popular operator of convenience store outlets in the world, offering a convenient, efficient, and accessible everyday shopping experience.
FOUNDING STORY
7-Eleven was established in September 2005 as a holding company for the 7-Eleven chain of convenience stores, as well as several other retail brands in Japan. 7-Eleven is the largest retail and distribution business in Japan, it’s principal asset, however, is the 7-Eleven brand.
7-Eleven traces its roots back to 1927, when several icehouse companies in the US merged their operations to form the Southland Ice Company in Dallas. Around the time of the merger, one of these icehouse companies, under the leadership of employee John Jefferson Green began to sell food items, such as eggs, milk, and bread.
The Southland Ice Company quickly established itself as a general retailer, assuming the brand name Tote’m Stores.
The Southland Ice Company went through bankruptcy proceedings during the Great Depression, but emerged later with an increased focus on the sale of food and beverages, notably taking advantage of the repeal of prohibition in 1933.
The company assumed the name 7-Eleven in 1946 to call attention to its extended opening hours of 7 am to 11 pm, seven days a week.
7-Eleven has since expanded significantly across the US and much of the world.
It is among the largest chains of convenience stores worldwide and its Japan and international units are the core assets of 7-Eleven.
Business model of 7-Eleven
Customer Segments
7-Eleven primarily serves customers through its core 7-Eleven businesses. This retail chain targets a broad consumer base that includes:
- Urban Consumers, comprising consumers located in larger metropolitan areas and cities who enjoy the convenience and efficiency of shopping at 7-Eleven stores;
- Busy Professionals, including workers from a broad range of industries who have little time to shop at more traditional supermarket chains or prepare meals for themselves, taking advantage of 7-Eleven’s numerous snack, coffee, and food options;
- Students and Low-Income Workers, comprising younger consumers and lower-income workers who take advantage of 7-Eleven’s cheaper products; and
- Families, including families with young children to whom 7-Eleven’s various branded promotions, and snack and beverage products – such as Big Gulp drinks – are particularly appealing.
7-Eleven has an extensive global presence, serving customers across 17 countries worldwide, primarily in Asia and the Americas.
Value Propositions
7-Eeleven’s core business, provides value to its customers in the following ways:
- Convenience – 7-Eleven provides a convenient and efficient shopping experience to its customers, offering hot snacks, beverages, and other products quickly and conveniently, as well as offering other services, such as cash withdrawal, from convenient locations in commercial and residential areas;
- Customer Service – 7-Eleven provides its customers with exceptional customer service, its staff aim to provide a friendly, in-person assistance to customers and a pleasant shopping experience;
- Accessibility and Reach – 7-Eleven operates an extensive network of retail outlets across 17 countries, with an extensive presence across major cities making the company’s services easy to find and easy to access; and
- Brand Reputation – 7-Eleven has one of the most recognisable and popular brands in the convenience retail industry, and has a proven track record for providing high-quality, innovative services.
Channels
7-Eleven principally serves its customers through its chain of 7-Eleven-branded retail outlets. The company currently operates a network of more than 66,500 stores, primarily across Asia and the Americas.
In these stores, the company serves its customers directly through its extensive team of in-store sales and service personnel, who sell products and services directly to customers.
In addition to selling products directly through its stores, 7-Eleven also offers online shopping through its website at www.7-eleven.com.
This service allows customers to purchase products – including hot snacks and beverages – and have them delivered to their home via the 7NOW delivery service. 7-Eleven also provides customers with an app, through which they are able to access deals, rewards and benefits, and a faster checkout experience.
7-Eleven’s stores are supported by a large distribution and logistics network that includes joint distribution centres and delivery operations.
This infrastructure helps to ensure that the company has fresh food and beverage products to sell to its customers on a daily basis.
Customer Relationships
7-Eleven offers its products to customers on a self-service basis through its online store, and on a largely self-service basis through its physical retail locations.
Customers are served in-store by the company’s sales and service personnel, who sell products to customers directly.
The company seeks to establish longstanding relationships with its customers, by offering and convenient, efficient and pleasant shopping experience. The company’s personnel are key in delivering this.
In addition to the assistance 7-Eleven offers to customers in-store, the company also provides information to customers via its website and operates a dedicated customer service team that is available over the phone to assist customers with a range of issues.
7-Eleven offers a rewards scheme to frequent customers, through which consumers are able to access deals, discounts, and rewards.
The company also uses its mobile app and website to communicate similar offers to customers. 7-Eleven additionally operates a number of social media accounts – including with Facebook, Twitter, Instagram, and Snapchat – through which it interacts directly with consumers, providing updates and handling customer queries and complaints.
Key Activities
7-Eleven functions as a holding company for various retail assets in Japan and abroad. Its principal business is the operation of the 7-Eleven retail chain across Asia and the Americas.
7-Eleven organises its operations into seven business segments: the Convenience Store segment, through which the company operates a large network of convenience stores under the 7-Eleven brand through direct operation and franchising; the Super Store segment, through which the company operates general supermarkets, food supermarkets and specialty stores; the Department Store segment, through which the company operates department stores, notably Sogo & Seibu; the Food Service segment, through which the company is engaged in the restaurant business, the contract food business and the fast food business; the Financial-related segment, through which the company is engaged in the banking service, credit card and leasing business; the Mail Order segment, through which the company is engaged in the mail order business and the sale of gift products; and the Others segment, through which the company is engaged in the IT business, and the gasoline wholesale business.
Key Partners
7-Eleven works closely with a broad range of partners in the operation of its core 7-Eleven business in Japan and overseas.
These partners can be organised broadly into the following categories.
- Supplier and Vendor Partners, comprising the various food companies and wholesalers that provide food and beverage products and merchandise that are sold across the company’s 7-Eleven stores, as well as third-party providers of various other services;
- Franchise Partners, comprising various companies and business owners that operate 7-Eleven stores on the company’s behalf;
- Distribution and Delivery Partners, comprising various logistics and distribution companies that assist in the storage and distribution of products sold across 7-Eleven’s network of stores, as well as delivery service providers that support the company’s home delivery services;
- Branding and Marketing Partners, comprising various brands, companies, and organisations that collaborate with 7-Eleven on various co-branding, marketing, and business development projects; and
- Strategic Partners, comprising a range of companies and organisations that work with 7-Eleven on various other community, IT, and business projects.
In recent years, 7-Eleven has partnered with WD Partners on ways to update the look and experience of its stores, and with NEC, as part of a strategic IT partnership for the global 7-Eleven network.
Key Resources
7-Eleven’s key resources are its products and inventory, its suppliers and supply chain, its storage and distribution infrastructure, its personnel, and its physical retail locations.
Most key to the company’s operations are the products its offers and its sales personnel, both of which are essential in providing the customer experience for which 7-Eleven is known.
The company’s business also depends on its IT and communications infrastructure – in particular with regard to its online store and mobile app, and various its partnerships.
Cost Structure
7-Eleven incurs costs in relation to the procurement, storage, and distribution of its products across its network of stores around the world, as well the payment of salaries and benefits to its extensive global workforce across its offices, stores, and distribution centres.
The company also incurs costs in relation to the development and maintenance of its IT and communications infrastructure, the management of its partnerships, the procurement of external services and equipment, and the implementation of marketing campaigns.
Revenue Streams
7-Eleven generates revenue primarily through the sale of snacks, beverages, and other convenience products to consumers via its network of retail outlets.
Its revenue is derived principally from direct, in-store sales, as well sales made via its online store and delivery service.
7-Eleven also generates a portion of its revenue through the collection of franchising fees from various companies and business owners that operate 7-Eleven stores as franchisees.
Our team
info: Ryuichi Isaka (“Isaka”) has served as President and Representative Director at 7-Eleven since May 2016. He is the company’s principal decision maker and is responsible for steering the company’s overall strategic direction. Isaka is a long-serving employee of 7-Eleven, its subsidiaries, and its predecessor companies. He began his career in 1980, when he joined Seven-Eleven Japan Co. Limited. He went on to hold positions of increasing responsibility within the 7-Eleven Group, including spells as Director and Managing Executive Officer of the Merchandising and Foods Department, President and Representative Director of Seven-Eleven Japan Co. Limited, and President of Store Chain at Seven-Eleven Japan Co. Limited. Prior to assuming his current role, Isaka served as 7-Eleven’s Chief Operating Officer.
info: Katsuhiro Goto (“Goto”) has served as Vice President and Representative Director at 7-Eleven since July 2008. He has also served as a member of the Board of Directors at Seven Bank Limited since June 2018. Goto previously served as Managing Executive Officer and President at 7-Eleven before assuming his current position. Goto has held numerous leadership positions at 7-Eleven, its subsidiaries, and associated companies. This notably includes spells at Ito-Yokado Co. Limited – where he served as Managing Director, Executive Managing Officer and Chief of Executive Secretarial Office. Outside of 7-Eleven, Goto has also served as an external director at Pia Corp and Nippon Television Network.
info: Junro Ito (“Ito”) has served as Director and Executive Managing Officer at 7-Eleven since 2017. He has also been General Manager of the company’s Corporate Development Division since 2016. Ito began his career at Seven-Eleven Japan Co. Limited in 1990, where he held roles of increasing responsibility culminating in a spell as Executive Managing Officer and Director. He moved to 7-Eleven in 2009, and has since held several leadership positions at the company. Ito formerly served as a Senior Officer of Overall Corporate Social Responsibility Department at 7-Eleven from 2011 and as Officer In-charge of Group of Companies Affiliates from 2016.
