workforce in motion: recruiting, retaining and engaging millennials - the new face of the retail...

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Workforce in Motion Recruiting, Retaining and Engaging the New Face of the Retail Workforce #MillennialWFM

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An entirely new store associate has emerged onto the retail scene. Today’s new associates are both well versed and confident in their ability to put technology – particularly mobile technology – to work to enrich their daily lives. They embrace and integrate new gadgets, devices and applications into their lifestyles unlike any preceding generation. At 80 million strong in the U.S., Millennials are rapidly emerging as the dominant generation in retail’s workforce. This presentation was originally broadcast during a live webinar hosted by Alicia Fiorletta of Retail Touchpoints and features Dave Bruno of JDA and John West of Workforce Insight. During the presentation, Dave and John discuss and dispel many of the stereotypes surrounding Millennials in the retail workforce, they share their insights on how to best meet their demands and expectations, and they share some new research detailing how retailers intend to leverage technology to be more successful recruiting, engaging and retaining the new face of retail.

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Page 1: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Workforce in MotionRecruiting, Retaining and Engaging the New Face of the Retail Workforce

#MillennialWFM

Page 2: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

#MillennialWFM

HOST & MODERATOR

Alicia FiorlettaAssociate Editor

John WestDirector of Retail Consulting

Dave BrunoDirector of Product Marketing

Page 3: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

1 2 3 4 5 6The New Face

of RetailRecommended

ResponseWFM Status

ReportTechnology’s

Emerging RoleThe Road

AheadClosing and

Q&A

Page 4: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

The New

RetailFaceof

Page 5: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

80MAmericans born between

1981 and 2000-comScore

There are an estimated

Page 6: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

76M 51M 80M

The Largest Generation

Page 7: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Would You Know a Millennial ifYou Saw One?

Page 8: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

They’d rather talk to Siri than anyone else on the phone.

Page 9: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

They know how to write code, but not cursive.

Page 10: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

They’ve only seen commercials in fast forward mode.

Page 11: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

They think swinginga Wii Remote isphysical exercise.

Page 12: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

--Gen Y in the Workplace, Millennial Branding and Payscale

5XAlready, Millennials are

as likely

as any other generation to hold retail merchandising and sales jobs

Page 13: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

1/2By 2020of all retail workers will be Millennials

--Gen Y in the Workplace, Millennial Branding and Payscale

Page 14: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Audience Polling Question #1

What percentage of your workforce would you estimate are Millennials?

A. Less than 25%

B. 25% - 50%

C. Greater than 50%

Page 15: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Separating Myths from Millennials

Page 16: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Stereotype:In it for the Short Term

Page 17: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Millennials are as committed to their work as non-Millennials

--NextGen: A Global Generational Study, PwC

Page 18: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Stereotype:High Expectations

Page 19: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

--NextGen: A Global Generational Study, PwC

Millennials do not expect employers to meet all their needs

Page 20: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Recognition isRequired

Stereotype:

Page 21: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Desire for coaching stems from Millennials’ call for

meaning,mentorship and meritocracy--No Collar Workers, MTV Research

Page 22: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Stereotype:A Premium on Balance

Page 23: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Stereotype:A Premium on Balance

Page 24: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Millennials are thefirst generation to truly

grow up with technology

Page 25: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

DISCONNECTRetail’s Big

Page 26: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

A Typical Nightoff the clock

Plans via Movie via Restaurant via Photos via

Page 27: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

A Typical Day

Check Schedules via

Request Time Off via

Punch In and Out via

Plan the Workday via

on the clock

1/2of Millennials indicate that managers

do not always understand the way they use technology at work

Almost…

--NextGen: A Global Generational Study, PwC

Page 28: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Audience Polling Question #2

Would you describe the Millennials in your workforce as good multi-taskers?

A. Yes

B. No

Page 29: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

How

RetailersRESPONDShould ?

Page 30: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobility

Page 31: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Self-ServiceScheduling

Page 32: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

ScheduleModeling

Page 33: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Workforce Management

HealthCHECK

Page 34: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

IndustrySurveys2

220>RESPONSES

November 2012-January 2013

Hardlines | Softlines | Grocery | Hospitality

Page 35: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

use manual systems, homegrown systems or spreadsheets to manage workforce

scheduling and optimization

44%

Page 36: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

have automated scheduling systems that manage labor across the entire enterprise16%

Only…

Series1

Store Only

No Automation

DC Only

26%

34%

16%

Page 37: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Serious Scheduling Shortcomings…

Series1

Limited modeling for seasonality, promotions, new marketing 32%

Unplanned/unbudgetedlabor costs

Inability to jointly schedule traffic-based and task-based labor

Balancing site-level workloads and budgets

31%

29%

26%

of retailers surveyed are either “completely” or “highly” satisfied with their existing workforce scheduling

and optimization capabilities

45%Only…

Page 38: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Mobile is on the MoveThe Good News?

64%intend to spend more money on

mobile workforce technology than they spent in 2012

18%intend to spend significantly more

and…

Page 39: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Weighing Mobile’s Impact

4.16 Customer Service

3.73 Task Management

3.56 Endless Aisle Selling

3.16 Self-Service Scheduling

Functions Mobility Can Impact?

Page 40: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Calculating Mobile’s ROI

Mobile Apps w/Highest ROI Potential?

69%Mobilizing paper processes, improving the timeliness of communications

61%Mobilizing task assignment andexecution, compliance, visibility

55%Providing “endless aisle” capabilitiesto sales associates

Page 41: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

WFMTechnology

The Emerging Role of

And Millennial Workers

Page 42: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

1. An Integrated Approach

Time & AttendanceDemand ForecastingScheduling Optimization

Page 43: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

2. Schedule to Demand Patterns

Page 44: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

3. Incorporate Employee Preferences

Page 45: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

4. Mobilize Task Management

Page 46: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

5. Mobilize Everything

Page 47: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Audience Polling Question #3

What are your plans for workforce mobility investments in the next 12-18 months

A. Less than previous

B. The same as previous

C. More than previous

Page 48: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

AHEADThe Road

Page 49: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Empowered Associates Ahead

58%Will use smartphones to complete tasks

52%Will use tablets for clienteling

36%Will use smartphonesfor fulfillment

Associate Capabilities by Year End?

Page 50: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

More Mobile Managers

62%Smartphones to complete/assign tasks

46%Smartphones to viewand adjust schedules

44%Smartphones to viewKPIs in real time

Manager Capabilities by Year End?

Page 51: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

WFM Upgrades Pending…

40%plan to implement/upgrade

workforce technology

Page 52: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

The Next24 Months?

Page 53: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Strategic WFM Consultants & Implementation Experts

• 160 +Consultants focused on Workforce Management• 60+ Retail Clients• Impacting 5M+ Employees in 115,000 Stores

Operational Excellence

Consistent Customer Experience

Significant Return on Investment

Page 54: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL

Customers35 Countries250

1.2M Employees100,000 locations

TASK MANAGEMENT

SCHEDULING TIME & ATTENDANCE

LABOR STANDARDS

LABORMANAGEMENT

Industry-leading Retail WFM capabilities

Page 55: Workforce in Motion: Recruiting, Retaining and Engaging Millennials - the New Face of the Retail Workforce

Thank YouQuestions?