This document discusses brand experience and hiring for retail positions. It provides the vision and requirements for two different brand promises, focusing on customer service. It also includes a success profile for retail team members, outlining needed knowledge and behaviors around customers, agility, collaboration and attitude. The document advocates using Chemistry's 5-box model to assess what is hard versus easy to change in candidates. It argues that intellect and experience alone are not reliable predictors of performance and different brands need different people. The goal is an objective, data-led hiring approach that delivers the brand experience through quality hires, improved hiring experience and process efficiency.

1. @ChemistryGroup
Hello

2. @ChemistryGroup
Brand experience is still topping the charts

3. @ChemistryGroup
Brand Marketing-
Purpose/Vision/Experience
Store Formats/Property/Menus
Innovation/Unexpected
Technology
Digital and Social, AI & VR
People
Where are we investing in brand experience?

4. @ChemistryGroup
Different brand promises, same attraction criteria
Vision:
To make shopping for premium brands a
premium experience. Worldwide. Responsibly.
What you need to apply:
Customer service experience
Put the customer first
Flair for fashion
Work as a team
Want to be the best
Vision:
Look good. Pay less.
What you need to be apply:
Passion for Customers
Eye for Fashion
Team Player
Positive Attitude
Work Hard, Play Hard

5. @ChemistryGroup
Success profile – Team Member
Knowledge Behaviour
• Technical/functional know how
• Stock assessment
• Merchandising
• Store operations
• Art of selling
• Understand marketing lead/consumer centric business
• Understand regulated industry
• Understand industry (B2B & B2C sectors)
• Understand technology
Customer driven
• Passion for customers, service and experience
• Simplify team communication, filter the noise
• Coach others to deliver best loved experience
Agile
• Develops & delivers plans, prioritising as needed
• Delegates tasks, follows up for completion
Collaboration
• Motivate, engage & maintain the morale of a high performing team
• Maximise team performance with feedback, praise & recognition
• Collaborate with established internal/external network (stores &
head office)
Experience Attitude
• Translated vision into strategy/local deployment
• Support role within a customer facing organisation
• Developed & monitored work to deliver the strategy
• Planned, forecasted & managed a budget
• Worked in a team
• Delivered outstanding business results
• Love of learning & technology
• Resilient (bounce back after poor sales day)
• Drive for results
• Operate in a fast pace lean work environment
• Clear & authentic communicator
• Challenge and be challenged
• Muck in with the team
• Self aware
• Work hard/play hard ethos
We help you find the right things that predict performance

6. @ChemistryGroup
Success profile – Team Member
Knowledge Behaviour
• Technical/functional know how
• Stock assessment
• Merchandising
• Store operations
• Art of selling
• Understand marketing lead/consumer centric business
• Understand regulated industry
• Understand industry (B2B & B2C sectors)
• Understand technology
Customer driven
• Passion for customers, service and experience
• Simplify team communication, filter the noise
• Coach others to deliver best loved experience
Agile
• Develops & delivers plans, prioritising as needed
• Delegates tasks, follows up for completion
Collaboration
• Motivate, engage & maintain the morale of a high performing team
• Maximise team performance with feedback, praise & recognition
• Collaborate with established internal/external network (stores &
head office)
Experience Attitude
• Translated vision into strategy/local deployment
• Support role within a customer facing organisation
• Developed & monitored work to deliver the strategy
• Planned, forecasted & managed a budget
• Worked in a team
• Delivered outstanding business results
• Love of learning & technology
• Resilient (bounce back after poor sales day)
• Drive for results
• Operate in a fast pace lean work environment
• Clear & authentic communicator
• Challenge and be challenged
• Muck in with the team
• Self aware
• Work hard/play hard ethos
Collaboration
Customer driven
Resilient
Muck in with the team
Support role within a
customer facing organisation
We help you find the right things that predict performance

7. @ChemistryGroup@ChemistryGroup
Hard to
Change
Easy to
Change
…and use Chemistry’s 5-box model to assess them

8. @ChemistryGroup@ChemistryGroup
Hard to
Change
Easy to
Change

9. @ChemistryGroup@ChemistryGroup
Care Conscientiousness
Personal Growth Self - Starter
Creating Empathy Processing Information
Intellect is not a
predictor of High
Performance
Intellect is not a
predictor of High
Performance
Experience alone is
the least reliable
predictor of
performance
Experience alone is
the least reliable
predictor of
performance
Different brands need different people

10. @ChemistryGroup
An objective, data-led approach to hiring
CFA
RFA

11. @ChemistryGroup
That delivers your brand experience
Quality of HireHiring ExperienceProcess Efficiency
Vacancies impact on the quality of
service and the cost of employing
temporary staff
Gives time back to Hiring Managers
to re invest in customer experience:
Candidates are your consumers
Better quality of people aligned to the
brand will deliver improved service with
reduced training required

12. @ChemistryGroup
Thank you