“People Before Things.” Putting the Human Back in Human Resources
Retailers are diversifying into new channels, business models, and touchpoints and in-store experience is taking center stage once again. In this environment, human resources emerges as a new frontier. Previously siloed and unsung, HR professionals are now poised to be at the forefront of retail transformation, defining the new ways of working that will drive retail forward.
Roz Johnson’s role as SVP and chief people officer for Build-A-Bear Workshop represents the culmination of a career spent listening and encouraging people to be their best for recognized retailers including American Eagle and Gap. Her years of store-level experience instilled a deep respect for how people make a difference in retail every single day. Now she’s expanding that mission across Build-A-Bear’s multi-faceted platform with her characteristic curiosity, positivity, and love of conversation.
In this second installment of Carol’s People Powered Retail series, Roz and Carol discuss the soft skills that boost employee engagement, retention, and retailers’ bottom lines.
Episode highlights:
· How training cuts cause long-term pain.
· Why differentiating practices from policies is paramount.
· How recognition builds brand ambassadors.
· Why leaders must prioritize succession strategies.
Information and resources:
KEY EXCERPTS FROM THE INTERVIEW
“When you cut the development of your people, you get short-term gain for long-term pain. When your business turns around, and in this business things are cyclical, you're going to need those people. Think about how you helped people hone their skills, nowing that you invested in them even when times were tough.”
“When I started my HR role, I would ask, ‘Is it policy or is it practice?’ In other words, do we have to do it because the law says we have to do it or is it just something that has evolved over time? Let's think about why we do what we do and never stop asking the question.”
“Regardless of your role in an organization, I believe in my heart that your primary responsibility is to develop future leaders.”
