The Challenge

In order to remain competitive and position itself for future success in an evolving industry, a luxury fashion retailer recognized the business need for organizational and process changes to support its omni-channel retailing strategy.

The retailer saw that their stores lacked consistency in their business processes, store operations, job descriptions, and job expectations. The company also realized that they were under-utilizing and limiting their current talent because of a lack of career progression opportunities and innovative new roles to support their multi-channel strategy approach. The retailer engaged Sendero to lead and execute these organizational development changes to position themselves for future success.

The retailer engaged Sendero to lead and execute these organizational development changes to position themselves for future success.

Our Approach

Sendero first worked to create clear and concise job descriptions that would be consistent across all stores and departments. Meeting with Subject Matter Experts from each department, Sendero determined and documented the elevated responsibilities and qualifications for over 40 store roles. Job descriptions were then used to create a Talent Assessment scorecard, which enabled store managers to score each of their employees against future state criteria as defined in the associated job description.

Utilizing the data from each completed scorecard, Sendero partnered with store managers to facilitate workshops where the client team rigorously reviewed and selected top employees to be a part of their future store “dream team.” The final outcomes were used to populate future state functional organizational structures and create transition materials, which consisted of talking points, logistical plans, and informational packets. These materials guided store managers through conversations with employees that were moving into new roles. After completing these conversations, the retailer activated the new functional organizational structures, and employees began utilizing their 30-, 60-, and 90- day plans to ensure a successful transition. The Sendero team partnered with client stakeholders to ensure all phases met expectations.

The Sendero team partnered with client stakeholders to ensure all phases met expectations.

Our Results

Over 600 employees transitioned into new or elevated positions. As a part of this transition, each employee received 1 of 28 unique transition packets tailored to their specific role, department, and position movement.

Additionally, Sendero accomplished the following:

  • A new job description template, which enabled consistency in roles throughout the company
  • 40 job descriptions across multiple job families and levels
  • A change impact analysis of current state and future state roles

As a result of these efforts, the luxury retailer leveraged the newly defined a talent evaluation and selection process to be used for future improvement opportunities. Employees now have a streamlined career progression model, and their company has more consistency and transparency in job descriptions and expectations.

With these improvements, the employee’s focus is now in line with the company’s omni-channel strategy and customer-centric model.

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