Six leaps under the spotlight

The challengeHow do we provide a more purpose-driven working environment in retail to inspire our front line employees to feel they have the trust and the support to deliver remarkable experiences for every single customer every time they shop to keep them coming back over and over again?

The LEAP Zappos is becoming a self organized and self managing retailer placing trust at the heart of the employee experience. Adopting a holocracy philosophy, it is creating a unique retail envionment where people feel comfortable breaking out of the traditional hierarchy and learning a new way to work.

The result Associate engagement – and customer satisfaction – have been taken to new levels, and the move to a holocracy has opened up new approaches to compensation and benefits structures which align with a self organized working environment and have an immediate bottom line impact.

The inspiration

Hollie Delaney Head of People Operations Zappos

We need the employees closest to our customers to be more engaged in, committed to and passionate about their work than ever to deliver the experiences our customers expect. Only by continually pushing the envelope on how our organizations are structured and function will we create an environment where that is possible.

Hollie Delaney

The full storyLift the lid on the full story at LEAP HR: Retail www.leaphr-retail.com

How ZAPPOS is making the retail organization of tomorrow a reality today

LEAP HR

Radical Change Through People

Retail

The challengeHow do we find a new way to engage our distributed retail populations on a real-time basis and democratize the workplace to drive collective ownership and improved performance from our front-line staff?

The LEAP Patagonia has introduced family-affirming policies to reduce turnover costs, increase productivity and transform engagement, and has started on the path to measuring morale in real time to remain connected with a distributed workforce and ultimately to predict and prevent unwanted turnover.

The result By challenging traditional retail people practices in this way and by making what appear - at first glance - to be counterintuitive business decisions like these, Patagonia has transformed culture and engagement and at the same time has tripled profits.

The inspiration

Dean Carter Vice President HR and Shared Services Patagonia

The challenges for multi-store and digital retailers are so different than the challenges faced by other industries that it’s vital to work together to find new ways to affect systemic change.

Dean Carter


How PATAGONIA is rethinking how to engage a new retail workforce

LEAP HR


Retail

The challengeHow do we solve the challenge of high turnover in fast paced retail environments, replace the unstable, just-in-time schedules that have been the norm in retailing for years and effectively transform engagement across our retail and consumer organizations?

The LEAP Gap has discovered that work-life integration beats work-life balance in transforming engagement in retail. It was the first retailer to pilot ground-breaking research around flexible working and smart scheduling, and in implementing the world’s largest results-only work environment.

The result By applying leading-edge thinking around the way we work in retail, Gap has provided statistically significant results which have demonstrated its ability to cut turnover in half, drive engagement, and revolutionize service scores.

The inspiration

Eric Severson most recently Co-CHRO & SVP HR Gap

By sharing evidence-based, leading-edge solutions to the unique challenges retailers share, we can transform the associate and the customer experience at the same time.

Eric Severson


How GAP is changing how retailers think about work-life integration

LEAP HR


Retail

The challengeHow do we more effectively develop a reliable pipeline of ‘ready-now’ leaders at the rate we need to solve the unique challenge of operating profitably in a fast-paced, high-turnover retail environment?

The LEAP Valvoline is breaking the rules of succession planning by transforming it from a complex, annual activity to a streamlined monthly process and the team is actively challenging traditional assumptions to deal with the whole employee population, not just senior level leadership.

The result Rapid-fire succession planning is now the norm, and accelerated bench planning has become the driving force behind training and development. The business is now able to develop fantastic managers faster to keep pace with growth and turnover and eliminate the risk of managerial gaps.

The inspiration

Jamie Hinely, Head of Talent Development, Valvoline

Our industry is unique and are business moves so fast that we need to create our own solutions unique to the operating environment we work in.

Jamie Hinely


How VALVOLINE is rewriting the rules of succession planning in retail

LEAP HR


Retail

The challengeGiven the inflationary wage pressures we are all facing, combined with regulatory changes which have far-reaching implications for retailers of all sizes, what creative compensation strategies can be deployed to incentivize great performance whilst protecting profit margins?

The LEAP By radically rethinking pay for performance across its operations, Texas Roadhouse has been able to change the way teams operate and how they are rewarded and incentivized, allowing them to spend more time focusing on how to provide a legendary experience for customers.

The result By making these changes, Texas Roadhouse has been able to more effectively drive the associate behaviors, engagement levels, staff attraction and employee retention metrics in the direction it needs them to go in to enable the business to thrive.

The inspiration

Mark Simpson, Vice President Legendary People Texas Roadhouse

Our industry is facing fundamental challenges right now, and if we are to solve them, we need a new way of thinking about everything we do, from recruitment, to rewards, to retention.

Mark Simpson


How TEXAS ROADHOUSE is reinventing rewards to incentivize legendary performance

LEAP HR


Retail

The challengeAs the profile of employees we need in a future retail workforce changes, how do we best balance the multiple implications of hiring, engaging, leading and retaining digital, technological, fashion and retail workforces inside the same organization?

The LEAP Warby Parker has built a roadmap for building and scaling a retail business on a digital foundation, ensuring the retail culture feeds back to a digital DNA. In this way, it has managed to balance the implications of finding and keeping digital and retail workforces under the same roof.

The result By retaining a start-up culture whilst the company grows at pace towards being a majority brick and mortar business, Warby Parker has become Fast Company’s most innovative company and is planning to triple the size of it’s retail business.

The inspiration

Susan Lee Head of People Warby Parker

A lot of retailers ask us how we do things, but we are curious about them too – the idea of bringing us all together in a disruptive environment at LEAP HR: Retail promises to be both exciting and valuable.

Susan Lee


How WARBY PARKER is building a future retail workforce right now

LEAP HR


Retail

Six leaps under the spotlight

Recruiting & HR

Transcript of Six leaps under the spotlight