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Chris Ventry, Vice President of Retail & Consumer Packaged Goods, wrote an article that was published by Chain Store Age. In the piece, Chris looks at how the pandemic has changed the retail landscape, and how retailers can adapt to these changes in the upcoming holiday season. He notes that new job functions are needed across the retail sector, with an increased focus on serving the customer.
For higher-end stores, sales recovery strategies, “will involve getting their former customers back into the store, spending online, or both. Thus, a more sophisticated seasonal hiring strategy may be required to execute on “clientelling,” that is, providing highly personalized engagement and messaging to former clients/customers to get them to come out and shop again.”
All retailers will have to allocate additional personnel to customer care efforts this season Chris says. “Retailers do not want to leave potential and existing customers on hold for extended periods of time, so this will probably signal a pickup in seasonal customer service jobs. Some of these jobs may transition to full-time after the holidays, given the overall increase in non-brick-and-mortar volume.”
Read the full article here.
Chris Ventry serves as a Vice President in the Retail & Consumer Packaged Goods practice at SSA & Company