Retailers need to serve not just customers, but their workforce

RETAILERS routinely curate stock based on customer demand, trends and availability. They leverage data and insights on preferences, and even tune into customer sentiment on social media to meet diverse expectations. So why do they struggle with managing their workforce the same way?

Singapore’s retailers face harsh realities, the top of these being a high level of churn. Two in five retail workers consider jumping ship within a year of joining, citing low pay, long hours and a lack of prospects, according to a 2022 NTUC LearningHub study on the sector.

This has a number of implications. There is a significant cost to constant recruitment and onboarding. Knowledge gaps also take time to bridge, resulting in a hit to productivity.