Frontline workers are a vital part of retail operations. They’re the first impression and the gatekeepers, in addition to being responsible for high-quality customer service. But competition for retail talent is intense, and it’s even harder to retain workers once they’re on board. So how can retailers attract and keep the best of the best?
I recently sat down with Chris Cameron, managing director at Deloitte Consulting, to talk about how retailers are winning the battle for talent in an increasingly competitive landscape.
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Here are a few highlights of what Chris shared with me, edited for clarity. You can find our other Workday Podcasts here.
“In terms of how we engage and retain folks in retail jobs, it’s about more than just money. How easy is it to see my schedule and get scheduled for hours I can work? How do I feel about being in this organization? Is it a transparent organization that promotes openness from management down? How are they placing themselves in terms of social responsibility? Do I feel like there's a path for me to succeed?”
“Sometimes job titles can be a little esoteric. It might say some type of ‘associate’ when I’m asking you to come in and clear carts from the parking lot. The more specific we can be, the more efficient we're going to be. And the happier the candidate’s going to be because they have a sense of transparency through the hiring process.”
“As organizations start to embrace more technology, they start to take some of the less desirable jobs, and they're automating them, and taking some mundane work from someone who now can focus on customer service.”