With our continued focus on ‘People Matter’, we explore the challenges within retail around recruiting and retaining talent and consider some of the trends and positive steps forward.
Firstly, recruiting and retaining (the right) talent is in no way a new challenge, but rather, a long-term headache that has been accelerated and exacerbated by the pandemic, the ‘great resignation’ and the competitive job market.
The trends.
It’s fair to say that the retail landscape has changed dramatically over the last few years. The pandemic has led to many changes in the retail sector, including the closing of stores, the rise of online shopping and, of course, a shift in consumer behaviour.
In addition, the pandemic prompted many people to reflect on their career goals and personal values resulting in a growing desire to improve their work experiences and prioritise their health and well-being. This is arguably the foundation of what led to ‘the great resignation’; individuals looking for more fulfilling and purpose-driven work, leading them to explore alternative career paths.
Alongside this, retail has also faced longstanding challenges with low wages, limited benefits, unpredictable schedules, and limited opportunities for advancement. The challenge of recruitment and retention really should come as no surprise.
It’s the era of innovation.
It’s not all doom and gloom though. On the positive side, the pandemic has prompted retailers to adapt and innovate, leading to positive changes in their operations and customer experience. These adaptations have helped retailers navigate the pandemic's challenges and set a foundation for a more customer-centric AND employee-friendly industry.
Looking at employees as people.
Retailers must embrace a people-centric approach that values, prioritises and invests in employees. Employees who feel part of a supportive and positive work environment are more likely to be engaged, satisfied, and committed to the organisation.
According to HR, payroll, and workforce management experts at UKG, retailers are listening to their employees and prioritising initiatives to elevate the employee experience.
78% of retailers say employee engagement is important to organisational success.[1]
Some successful initiatives that retailers are putting in place (other than increasing wages) include offering extended benefits with access to growth and development, working towards desired hours and schedule stability, and providing opportunities for cross-training.
When technology focuses on people, you’ll reach your full potential.
There is a clear shift in the role of technology, which previously has been directly focussed on serving the needs of the business. For years, organisations have focused on creating great customer experiences to improve revenues, customer retention, and market share. And huge sums of money have been invested in tech specifically designed to deliver better products and services faster and at a lower cost.
The same cannot always be said for investments designed to deliver superlative employee experiences – but - there are clear signs of positive changes. One clear strategy to meet employees' expectations is to leverage technology. In a digitally driven world, employees expect access to modern technology and tools that streamline their work and improve productivity.
1. Technology can automate and streamline several processes, such as inventory management, point-of-sale systems, and scheduling. This reduces workloads, eliminates paperwork, and allows employees to focus on more meaningful tasks.
2. Technology can facilitate employee training and development programs with accessible and engaging training materials to enhance their skills and knowledge. This can boost confidence and improve performance.
3. Technology tools allow employees to easily share information, collaborate on tasks, and seek assistance from colleagues or managers. This promotes teamwork, knowledge sharing, and a sense of community.
4. Self-service portals allow employees to access work-related information, such as schedules, payroll & benefits, and time-off requests. This empowers employees with more control over their work lives, reduces admin and enhances transparency.
5. Technology can help to track employee performance and provide timely feedback. This is ideal for clarity, accountability, and continuous improvement.
6. Digital platforms can be used to implement employee recognition programs fostering a positive work environment and boosting morale.
7. Mobile apps can provide employees on-the-go access to important information and tools in real-time. This flexibility enhances productivity and responsiveness.
8. Technology-driven workforce management systems help optimise scheduling, time and attendance tracking, and task allocation. These systems consider employee availability, skills, and workload, leading to better resource allocation, reduced scheduling conflicts, and improved work-life balance.
Embracing digital transformation and providing employees with the necessary resources can enhance their efficiency and job satisfaction, increase productivity, and ultimately create a more engaging and satisfying work environment.
Avichal Kulshrestha, Principal Manager of Industry Insights at UKG, discusses best practices in the latest eBook: “The four steps blueprint for retail success: Innovating People Operations”. Learn how technology can help retailers improve retention, elevate employee experience, and optimise business operations by downloading the eBook here.