Case Study: Scaling Leadership for Rapid Growth in Retail
Executive Summary
In 2018, a large retail service company embarked on an ambitious expansion plan, aiming to grow from 600 to 3,000 locations within five years following its acquisition by a private equity firm. To support this rapid growth, the company partnered with TrainingPros to develop a transformative training program for their retail store managers.
The Challenge
The retail client faced a multi-faceted challenge:
- Shifting Workforce Demographics: Millennials and Gen Z were poised to make up 100% of the workforce by 2030.
- Leadership Competency Alignment: A need for leadership skills tailored to align with the organization’s evolving business strategy.
- Skill Gaps: Critical deficiencies in emotional intelligence, staffing, and business acumen.
- Modern Training Delivery: A preference for training methods that would resonate with younger, tech-savvy learners.
To address these challenges and support their aggressive expansion goals, the client sought a modern, scalable custom learning solution designed for long-term business success.
The Solution
TrainingPros collaborated with the retail service company to design a comprehensive and innovative leadership training program. The high-level design consisted of two key elements: Competency Design and Curriculum Structure.
The Competency Design key element:
A Leadership Competency Model was developed, comprising four major areas, each with three key competencies. These competencies were further divided into three proficiency levels:
- Foundational
- Skilled
- Advanced
For each level, specific behaviors were outlined to provide a clear developmental pathway.
The Curriculum Structure key element:
The training program was structured to encourage career development within the franchise’s districts and regions. Two distinct career pathways were created:
1. Location Manager Path
2. District Manager Path
Each path included three phases, lasting 60-90 days. The training materials were delivered in a microlearning format and incorporated innovative, learner-centric elements:
- Storytelling and Relatable Characters: Real-life scenarios were used to teach essential skills.
- Learner-Driven Navigation: A Netflix-style interface allowed participants to navigate their learning journey.
- Humanized Content: Real leaders were interviewed, and their 60-second insights were integrated into the training.
- Workbook Guide: Provided learners with curriculum roadmaps, job aids, and self-assessment tools.
Additionally, a robust change management plan ensured seamless communication throughout the organization. This included:
- Weekly trailers to preview training content.
- Testimonials from participants to build excitement and promote the program.
The Results
The training program’s impact was significant and measurable, driving both immediate and long-term success:
- Sales Growth: Adjusted revenue per location increased by 24% overall.
- Single Ticket Value: The average single sale value increased by 141%.
- Customer Loyalty: The locations had an increase of 61% in customer loyalty.
By successfully navigating the complexities of rapid expansion and change management, the retail service company—in partnership with TrainingPros—set a new benchmark for leadership development programs in the industry. This collaborative effort not only addressed immediate growth objectives but also established a scalable foundation for sustained success.
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