Project Overview
A designer footwear retailer in the high street retail sector with four branches across London and the South East, later expanding to six. The company experienced high staff turnover, inconsistent HR practices, and poor communication, leading to operational inefficiencies and low employee trust.

My Role
After implementing retail systems for the organisation, I identified critical issues in HR management while working closely with store and head office staff. I proposed and implemented a formal HR system to professionalise processes, improve communication, and strengthen onboarding and training.

Key Objectives

Address high staff turnover and inconsistent HR practices.

Reduce the time and confusion caused by manual rotas and timekeeping.

Formalise contracts, policies, and onboarding procedures.

Improve communication, payroll accuracy, and staff trust.

Align training with the owner’s values and customer service vision.

Actions Taken

System Implementation: Introduced Deputy, integrated with Vend and Xero, to digitise rotas, timekeeping, and holiday tracking.

Process Improvement: Created a centralised system for contracts, employee details, and onboarding materials.

Onboarding & Training: Repurposed existing materials into structured online training; developed employee handbooks and step-by-step onboarding guides.

Staff Communication: Enabled store managers to approve hours and rotas in real time via mobile apps.

Values-Based Training: Designed a framework to embed the owner’s customer service ethos, ensuring consistency across stores.

Outcomes & Impact

Weekly rota creation reduced from hours to minutes.

Staff holidays, contracts, and payroll became accurate and transparent, reducing disputes and queries.

Onboarding time reduced significantly, freeing store managers to focus on operations.

Employee trust and satisfaction improved through clearer processes and consistent communication.

Training aligned with the brand’s values, leading to more knowledgeable, engaged, and loyal staff.

Tools & Methods
Deputy, Vend, Xero, online training platforms, employee handbooks and resources.