JB Hi-Fi Business Model Canvas

Third-party carriers enable replenishment across JB Hi‑Fi's network of over 300 stores in Australia and New Zealand and handle high-volume last-mile deliveries during peak 2024 trading periods. Reliable logistics underpin click-and-collect and same-day options, which rose alongside 2024 online sales growth. Cost-effective freight preserves margins on bulky electronics and appliances. Service-level agreements enforce delivery KPIs to sustain customer satisfaction.

JB Hi‑Fi’s key partnerships with global OEMs, aggregators, carriers, BNPL and warranty insurers, and tech vendors underpin A$9bn+ FY24 retail sales and a network of 300+ stores, boosting assortment, margins, omnichannel fulfilment and attach rates. Logistics and SLA-backed carriers enable click‑and‑collect and same‑day options; BNPL and warranty partners lift conversion and fee income.

Omnichannel fulfillment coordinates click-and-collect, ship-from-store and home delivery across JB Hi‑Fi's network of over 300 stores (2024) to reduce lead times and inventory costs. Intelligent order routing balances speed and cost by prioritizing local store inventory and courier lanes. Reverse logistics centralises returns processing to recapture resale value and reduce write-offs. Service SLAs publish dispatch and delivery targets to uphold customer promises.

Assortment, vendor negotiation and forecasting drive gross margin across JB Hi‑Fi’s 320+ stores and FY2024 sales >A$9bn.

Store execution, merchandising and staff training raise conversion and ATV; shrink ~1% and omnichannel fulfillment (click‑collect, ship‑from‑store) shortens lead times.

Marketing, warranties, repairs, trade‑ins and care plans lift volume, attachment and recurring revenue.

Preferred supplier status secures priority allocation on hot releases, supporting JB Hi‑Fi’s strong peak-season sell-through that helped Group sales reach about AU$9.5bn in FY2024. Co-op marketing funds from vendors amplify campaigns and lower JA marketing spend, while structured data sharing (POS and inventory) improves joint demand planning and reduces stockouts. Long-term supplier ties stabilize supply during shortages and margin pressure.

JB Hi‑Fi's core resources—300+ stores (omnichannel showrooms/fulfilment), PCI‑compliant e‑commerce & CRM, preferred supplier partnerships and ~10,000 staff—drive rapid click‑and‑collect, high peak sell‑through and tailored pricing; these supported Group sales of about AU$9.5bn in FY2024 and resilient digital growth.

Knowledgeable staff in over 300 JB Hi‑Fi stores (2024) demystify tech choices, reducing purchase hesitation and boosting attachment rates. Fast installation and setup services get products working quickly, shortening time-to-value for customers. Care plans offer extended coverage and peace of mind, while curated bundles ensure compatibility and deliver measurable savings on average basket value.

Customers access leading brands via JB Hi‑Fi's network of over 450 stores in Australia and NZ (2024), with everyday low prices and a published price‑match policy to reduce search costs and hesitation.

Omnichannel shopping—online, click & collect or home delivery—leverages 300+ stores (FY24), real‑time stock checks, fast same/next‑day fulfilment and 30‑day returns.

Knowledgeable staff, care plans, exclusive bundles, early‑access releases and BNPL/financing boost attachment, higher‑ticket conversion and repeat purchases.

Email, app and targeted offers via the JB Hi‑Fi Plus program (over 2 million members in 2024) reward repeat buyers and lift frequency. Lifecycle triggers prompt upgrades and accessory add‑ons at key purchase milestones. Points and perks encourage ongoing engagement and higher basket values. Integrated service history enables tailored outreach and personalised offers based on past repairs and purchases.

JB Hi‑Fi leverages 325 stores (2024) and hands‑on staff to boost confidence and repeat visits, while FY24 online sales rose 12% YoY. The JB Hi‑Fi Plus program exceeds 2 million members, driving frequency and targeted upsells. Over 300 locations provide repairs/installations, reducing returns and improving NPS through fast warranty service.

JB Hi‑Fi mobile app delivers personalized offers and push notifications to drive conversion, reflecting 2024 retail data where targeted push campaigns can lift engagement by up to 30%. In-store barcode scan enables instant spec and price checks, improving buy‑in and reducing friction. Easy reorder, tracked delivery and loyalty integration streamline repeat purchases and boost lifetime value.

Physical stores (300+ in 2024) remain primary discovery and fulfilment points with click‑and‑collect/same‑day pickup; e‑commerce (24/7) held ~15% of FY24 group sales (~AUD 9.5bn). Mobile app boosts engagement (~+30% from targeted push) and reduces friction; selective marketplaces lower CAC and enable demand tests. Omnichannel marketing (catalogue, email, SEO ~45% of sessions, retargeting +60% conv.) drives traffic and conversion.

Students and young professionals prioritize budget laptops, peripherals and audio gear, seeking portable, warranty-backed options and frequent value deals; JB Hi‑Fi’s focus on affordable portable lines matches this demand. Over 40% of purchases by 18–34s used BNPL in 2024, driving demand for instalment options and promotions. Omnichannel convenience—click‑and‑collect, rapid delivery and in‑store support—remains a key purchase driver.

Value-conscious households drive volume via promotions, POS finance, click‑and‑collect and price guarantees; JB Hi‑Fi had 300+ stores in 2024. Tech enthusiasts and gamers pay premiums, boost AOV with peripherals; global games market ~USD 196bn (2024). Students/young professionals lean BNPL (40% of 18–34 purchases, 2024) and omnichannel convenience. SMBs and home‑entertainers demand warranties, installation and premium service; Group revenue FY24 AUD 8.9bn.

Inbound freight and last-mile delivery drive major logistics spend, with McKinsey 2024 noting last-mile can account for up to 53% of total delivery cost; JB Hi‑Fi must control carrier rates and fuel surcharges accordingly. Packaging and reverse logistics for electronics returns add handling and refurbishment costs and increase stock-to-sales cycle time. Click-and-collect handling in stores requires dedicated labour time and shelf space, and SLA penalties apply when carrier or store service levels slip.

Product purchases drive COGS against Group sales of A$9.1bn in FY2024 and gross margin ~24.6%. Over 300 stores and ~10,000 employees make rent, fit‑out, utilities and staffing material cost lines. Logistics (inbound, last‑mile), marketing/IT, warranty/returns and installation are recurring expense drivers that compress operating profit.

JB Hi‑Fi’s services and warranties revenue—extended care plans, repairs and installations—offer higher margins and recurring income, complementing FY24 group sales of about AUD 9.1 billion and supporting gross margin resilience. These services boost customer stickiness through repeat engagement and ancillary spend, lower perceived return risk by covering faults and set‑up issues, and improve lifetime value via higher attach rates and recurring service transactions.

Product sales remain JB Hi‑Fi’s primary revenue engine, supporting group sales of about AUD 9.6 billion in FY24. High‑margin accessories and bundle attach strategies raise average basket value and conversion. Services and warranties provide recurring, higher‑margin income and improve customer lifetime value. Online, marketplace and telco/BNPL partnerships expand reach and add incremental fees and commissions.