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

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

  1. 1. Workforce in Motion Recruiting, Retaining and Engaging the New Face of the Retail Workforce #MillennialWFM
  2. 2. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL #MillennialWFM HOST & MODERATOR Alicia Fiorletta Associate Editor John West Director of Retail Consulting Dave Bruno Director of Product Marketing
  3. 3. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 1 2 3 4 5 6 The New Face of Retail Recommended Response WFM Status Report Technology’s Emerging Role The Road Ahead Closing and Q&A
  4. 4. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL The New Retail Faceof
  5. 5. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 80MAmericans born between 1981 and 2000 -comScore There are an estimated
  6. 6. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 76M 51M 80M The Largest Generation
  7. 7. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Would You Know a Millennial if You Saw One?
  8. 8. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL They’d rather talk to Siri than anyone else on the phone.
  9. 9. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL They know how to write code, but not cursive.
  10. 10. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL They’ve only seen commercials in fast forward mode.
  11. 11. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL They think swinging a Wii Remote is physical exercise.
  12. 12. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL --Gen Y in the Workplace, Millennial Branding and Payscale 5X Already, Millennials are as likely as any other generation to hold retail merchandising and sales jobs
  13. 13. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 1/2By 2020 of all retail workers will be Millennials --Gen Y in the Workplace, Millennial Branding and Payscale
  14. 14. 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%
  15. 15. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Separating Myths from Millennials
  16. 16. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Stereotype: In it for the Short Term
  17. 17. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Millennials are as committed to their work as non-Millennials --NextGen: A Global Generational Study, PwC
  18. 18. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Stereotype:High Expectations
  19. 19. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL --NextGen: A Global Generational Study, PwC Millennials do not expect employers to meet all their needs
  20. 20. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Recognition is Required Stereotype:
  21. 21. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Desire for coaching stems from Millennials’ call for meaning, mentorship and meritocracy --No Collar Workers, MTV Research
  22. 22. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Stereotype: A Premium on Balance
  23. 23. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Stereotype: A Premium on Balance
  24. 24. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Millennials are the first generation to truly grow up with technology
  25. 25. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
  26. 26. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL A Typical Night off the clock Plans via Movie viaRestaurant via Photos via
  27. 27. 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
  28. 28. 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
  29. 29. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL How Retailers RESPOND Should ?
  30. 30. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobility
  31. 31. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Self-Service Scheduling
  32. 32. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Schedule Modeling
  33. 33. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Workforce Management Health CHECK
  34. 34. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Industry Surveys 2 220> RESPONSES November 2012-January 2013 Hardlines | Softlines | Grocery | Hospitality
  35. 35. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL use manual systems, homegrown systems or spreadsheets to manage workforce scheduling and optimization 44%
  36. 36. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL have automated scheduling systems that manage labor across the entire enterprise 16% Only… Store Only No Automation DC Only 26% 34% 16%
  37. 37. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Serious Scheduling Shortcomings… Limited modeling for seasonality, promotions, new marketing 32% Unplanned/unbudgeted labor 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…
  38. 38. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Mobile is on the Move The Good News? 64%intend to spend more money on mobile workforce technology than they spent in 2012 18%intend to spend significantly more and…
  39. 39. 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?
  40. 40. 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 and execution, compliance, visibility 55%Providing “endless aisle” capabilities to sales associates
  41. 41. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL WFMTechnology The Emerging Role of And Millennial Workers
  42. 42. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Time & Attendance Demand Forecasting Scheduling Optimization
  43. 43. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
  44. 44. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL 3. Incorporate Employee Preferences
  45. 45. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
  46. 46. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL
  47. 47. 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
  48. 48. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL AHEAD The Road
  49. 49. 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 smartphones for fulfillment Associate Capabilities by Year End?
  50. 50. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL More Mobile Managers 62%Smartphones to complete/assign tasks 46%Smartphones to view and adjust schedules 44%Smartphones to view KPIs in real time Manager Capabilities by Year End?
  51. 51. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL WFM Upgrades Pending… 40%plan to implement/upgrade workforce technology
  52. 52. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL The Next 24 Months?
  53. 53. 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
  54. 54. Copyright 2013 JDA Software Group, Inc. - CONFIDENTIAL Customers 35 Countries 250 1.2MEmployees 100,000 locations TASK MANAGEMENT SCHEDULING TIME & ATTENDANCE LABOR STANDARDS LABOR MANAGEMENT Industry-leading Retail WFM capabilities
  55. 55. Thank You Questions?

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