Kevin Johnson
Analyst · Morgan Stanley. Please proceed with your question
Well, good afternoon, and thank you for joining us today. As I reflect on this past year, clearly, we have all been through a lot, a lot of trying times and a lot of change. And at a time when society and all of humanity are a bit fragile, I am optimistic because this year holds tremendous promise for healing. I believe Starbucks can play an important role in that healing process, bringing people together to feel connected, supporting our communities in a positive and responsible way, and advancing a more equitable and inclusive world. It was just one year ago this week that we temporarily closed stores across China to protect our partners and customers from the coronavirus. We quickly realized the need to establish a set of principles for navigating this virus to operate safely in a global pandemic and then shared our principles and store protocols with every market around the world. That approach has served us well. And I'm proud to say today, our business in China recovered in Q1, in line with our expectations and we remain on track to achieve full sales recovery of our U.S. business by the end of Q2. This journey has not been linear. And because we have operationalized our ability to monitor events in real-time and adapt to the changing conditions store-by-store, our recovery continues to track slightly ahead of our expectations. Since the start of this pandemic, while being guided by our three fundamental principles, our 400,000 Starbucks partners around the world have been well equipped with tools, resources, and support to enable quick decision-making at the store level. The agility with which our partners navigated an unprecedentedly complex global situation, while caring for each other and for our customers, leaves me as confident as ever about Starbucks' long-term outlook. Last month, when we met for our Biennial Investor Conference, we talked about Starbucks' resilience. There were three takeaways from that discussion that I want to iterate as we share this quarter's results. First, our Growth at Scale agenda that we established almost three years ago has sharpened our focus, enabled disciplined execution, enhanced our ability to allocate capital to its highest and best uses, and unleashed a growth mindset throughout Starbucks. Second, our speed and agility has enabled us to rapidly adapt to changing consumer behaviors and strengthened our competitive position. And third, we have an innovation agenda for our customer experience and for store transformation that positions us well for future growth. Now, I want to share with you results from Q1 that reinforce our belief that Starbucks is stronger and more resilient than ever. Let me begin in the U.S. Our first quarter comparable store sales of minus 5% in the U.S., improved from the prior quarter's minus 9%. Even with pandemic-related business disruption in the latter half of the quarter that significantly reduced our ability to offer in-store seating, with over 60% of our U.S. company-operated stores offering limited seating as we entered our fiscal Q1, comparable store sales improved in October, building on the momentum we saw in the prior quarter. When COVID-19 cases began to surge mid-quarter, we adjusted our operations to grab and go in alignment with our principles and in support of regulatory requirements across a number of states. We rapidly adapted and ended the quarter with approximately 40% of our U.S. stores offering limited seating. Underpinned by our powerful innovation agenda, our phenomenal green apron partners delivered a very strong holiday performance in Q1, building positive momentum on our path to full U.S. comp recovery. Importantly in Q1, we laid a solid foundation for achieving our fiscal 2021 goals by further advancing the three business driving initiatives fundamental to our Growth at Scale agenda: elevating the customer experience, driving relevant beverage innovation, and expanding digital customer engagement. I will now share some notable highlights from Q1 and our traffic driving initiatives for the balance of fiscal 2021, starting with elevating the customer experience. We believe that many of our customers have adapted to their work or study from home realities. Their Starbucks visit has evolved from the stop on the way to a destination to being the destination worth leaving home for, because it is safe, familiar, and convenient. The work we have done to increase throughput in drive-thru, expand our digital reach, enable curbside pickup, and expand delivery capabilities was evident in Q1. U.S. stores with drive-thrus saw a slight improvement in out-the-window times and delivered positive comps throughout Q1. They drove over half of net sales in Q1, increasing more than 10% from pre-pandemic levels. These results give us confidence that our targeted initiatives to unlock capacity and enhance the customer experience at our drive-thru locations are boosting our business recovery, while strengthening our foundation for future growth. Our industry-leading mobile app continues to be an important tool for us to elevate the customer experience as a safe, convenient, and personalized way to order Starbucks. This quarter, mobile orders represented 25% of U.S. company-operated transactions in Q1, up from 17% before the pandemic, providing clear evidence that our initiatives are resonating with customers. We continue to see average ticket meaningfully higher than pre-pandemic levels, driven by group order. A combination of increased beverage attach, premium beverage mix, increased customization and upsizing, and an all-time high food attachment, all drove U.S. ticket growth of approximately 19% in Q1. In addition, our seasonal holiday beverage lineup, combined with our creative holiday marketing, created excitement amongst our green apron partners and drew customers into our stores. This year, we kicked off holiday with familiar beverages such as Peppermint Mocha and, of course, Starbucks joyful holiday cups, a 23-year ritual. Pumpkin Cream Cold Brew's tremendous success in last quarter's lineup provided a strong prelude to the December return of the new holiday favorite, Irish Cream Cold Brew. Our cold beverages continued to resonate with customers led by Iced White Chocolate Mocha, Iced Chai Latte, and Vanilla Sweet Cream Cold Brew, with all three delivering positive year-on-year growth. Food outperformed our expectations in Q1, driven by strength in breakfast wraps, the Impossible Breakfast Sandwich and holiday bakery items such as the Snowman Cookie and, of course, my grandson's favorite cake pops. Finally, we saw accelerating growth of digital customer relationships and customer engagement, a key highlight of the quarter. Following our successful launch of Stars for Everyone in Q4, Starbucks Rewards achieved phenomenal results in Q1, providing a strong foundation for growth in fiscal 2021 and beyond. Our 90-day active Starbucks Rewards member base, to whom we directly communicate and provide personalized offers, increased by 2.5 million members in Q1 to a record 21.8 million. Now, this result surpassed our pre-COVID member base, representing a 15% increase relative to the same quarter in prior year. I'm also happy to say that this holiday season, Starbucks Card activations, the cornerstone of our holiday gift program, exceeded our expectations. Starbucks Cards are a customer favorite for holiday gifting and are widely available through our stores and other distribution channels, including digitally. The success of Starbucks Cards illustrates the strong emotional bonds that we've created with customers and the relevance of the Starbucks experience even in the current environment. As the number of active Starbucks Rewards members grew during the quarter, so did their engagement. Rewards customers contributed 50% of U.S. company-operated sales in Q1, up from 43% last year before the onset of COVID-19, and up from 47% in the prior quarter, demonstrating our loyal customers' resilience and affinity for Starbucks. Any way you look at it, our first quarter results were quite strong in the U.S., particularly considering the headwind we faced from the current surge in COVID infections. I will now move on to China, our second lead growth market. Building on the positive momentum from the past two quarters, the China leadership team delivered another great quarter, which is a testament to our ability to rapidly adapt to changing conditions while focusing on the customer experience, new beverage innovation, and continued expansion of digital customer relationships just as we continue to do in the U.S. We delivered an impressive positive 5% comparable store sales growth in Q1, but what is most remarkable about our recovery in China is the rapid reacceleration of new store development, which is our number one driver of growth in that market. I'm pleased to share that in Q1; we opened almost 160 stores and crossed the 4,800 store milestone. That equates to 13% growth in net new stores over the last 12 months, which is particularly impressive considering that we suspended new store development activities for a couple of months at the onset of the pandemic in China. We entered 15 new cities in the quarter and stores in these cities are off to a strong start with customer traffic outperforming that of new stores in other cities in China. The performance of these new stores underscores our continued confidence in the long-term growth opportunity for Starbucks in China. We continue to dramatically expand digital customer relationships in China through the Starbucks Rewards program as evidenced by the number of 90-day active Rewards members growing to 15.4 million in Q1, a record increase of 51% versus the prior year and 14% over the previous quarter. In addition, we achieved record sales for this year's Double 11 campaign which grew by 86% versus last year and we also set a single-day retail sales record on our Starbucks Rewards members' night. Member engagement campaigns and additional functionalities launched through our Starbucks app and mini apps boosted member engagement and frequency throughout the quarter. In fact, with Starbucks Now Mobile Order & Pay services available across 99% of our store base and with Starbucks Delivers in 85% of our store base in China, Mobile Order sales mix hit a record 30% of the company's China sales, up from 26% in the last quarter with 14% driven by Starbucks Delivers and 16% from Starbucks Now. Rewards customer engagement continues to grow as mobile ordering has more than doubled in China over the past year. Starbucks remains Chinese consumers' first choice in the away-from-home coffee category and is the most talked about coffee brand on social media in China. The brand is stronger than ever in our fastest growing market. And finally, a few comments on our Channel Development business. The strategic value of our Channel Development segment in the current environment is clear. The availability of Starbucks' products through multiple channels has secured Starbucks leadership position in the category, acting as a brand amplifier for our specialty coffee retail business. The demand we saw last quarter in Starbucks At Home remained high, boosting our share of the coffee market outside of specialty retail. In the U.S., Starbucks share of total package coffee grew significantly in the quarter with dollar sales up nearly 14%, nearly twice the category average. The Global Coffee Alliance with Nestlé has been a powerful partnership and I'm proud to say that for the first time ever, we finished calendar year 2020 as the number one coffee brand across the entire coffee category. Think about it, Starbucks is now the number one coffee brand ahead of all premium and mainstream choices. In addition, consumption of our U.S. Ready-to-Drink coffee products in partnership with PepsiCo grew 18% in the quarter. The introduction of Ready-to-Drink Nitro Cold Brew which was the number one innovation in the category last year, exceeded sales expectations. Unsurprisingly, our food service business continues to be impacted in the current environment with softness in workplace coffee consumption as well as business and leisure travel, which was partially offset by overall strength in our At Home Coffee and Ready-to-Drink businesses. With Nestlé, we entered four new markets in the quarter bringing Starbucks At Home Coffee presence through the Global Coffee Alliance to 66 markets in just over two years. Overall, we are proud of our alliance with Nestlé and pleased with the accelerated global expansion of the Starbucks brand through our Channels business. Now, before I hand the call over to Pat, I want to close by sharing a perspective and recognizing my Starbucks partners. Throughout this year, Starbucks will celebrate our 50th anniversary as a company and in that 50 years, since 1971, the most important ingredient that has created this iconic company are the Starbucks partners, who share a powerful connection to our mission, a mission grounded in human experience and brought to life through our values and company culture. It is those same Starbucks partners who are navigating the global pandemic, caring for one another, creating welcoming experiences for our customers, showing up in our communities, bringing new ideas and accelerating innovation, and rapidly adapt to our new reality every step of the way, showing the compassion and courage necessary to transform into this new version of Starbucks, a company that is more resilient, stronger than ever, and fully committed to a bright future full of adventure, growth, and positive impact on those we touch. And as markets around the world work tirelessly to vaccinate billions of people, we are prepared for what can only be described as the great human reconnection where people once again connect with others face-to-face to heal, to belong, to reflect, to share, and to celebrate, to celebrate what it means to be part of humanity. And as Starbucks partners, we are here for that great human reconnection where our third place environment once again brings people together if even for a brief moment, to uplift our customers with a smile, a personal connection, a handcrafted beverage, and a place where all are welcome. Starbucks was built for this moment. And to my Starbucks partners around the world, we all know that our purpose goes far beyond the pursuit of profit. This is our moment and I am proud to be your partner and grateful for everything you do for Starbucks, for each other, for our customers, and for the communities we are all a part of. I am optimistic about our shared future and I want to say thank you. Now, before he walks you through our Q1 results, I want to close by sharing my sincere gratitude for Pat Grismer. He has helped lead us through unprecedented change and transformative growth at an amazing pace in his time with Starbucks and he has played an instrumental role in unlocking considerable shareholder value over the past two years. I appreciate Pat's partnership with the entire leadership team at Starbucks and the lasting legacy he is leaving. Pat as you prepare to retire, I want to thank you and wish you the very best in your next chapter. You leave the company in the great hands of a 16-year partner, Rachel Ruggeri, who is incredibly well positioned to assume the mantle of Starbucks' Chief Financial Officer on February 1st. Having worked closely together for many years, I look forward to partnering with you, Rachel as you lead our finance function and contribute as a valuable partner on our executive leadership team. Further, as you all may have seen today, Roz has accepted an incredible opportunity as Chief Executive Officer at another publicly traded company. She will be leaving Starbucks at the end of February and her next role is expected to be disclosed in the days ahead. In the meantime, I want to share that we're very excited for her and are grateful for her many contributions over the years in leading our operations across the America. Roz, on behalf of the entire leadership team, I want to thank you for your leadership and wish you every success in your new role, congratulations. With these shifts, I am immensely proud to have a very strong bench of Starbucks veterans who represent the next generation of leadership for our company. Rachel Ruggeri succeeding Pat as CFO and as we flatten the organization, Rossann Williams, President of our North America Retail business and Brady Brewer, Executive Vice President and Chief Marketing Officer, will now be reporting directly to me, taking on what have previously been responsibilities of our Chief Operating Officer. Combined, these three talented leaders have more than 45 years of Starbucks experience and we will not miss a beat. Rachel, Rossann, and Brady building on your passion, authenticity, and many years of success at Starbucks, I am excited about our next phase of Starbucks' growth together. I'd like to thank all of my partners for their support as we are well-positioned for the future. And now with that, I will turn the call over to Pat. Pat?