Chris Potter
MandM
MandM were founded in 1987 by Mark Ellis and Martin Churchward to sell end of line sports products directly to customers in the UK.
Background
Affordable fashion retailer
Founded in 1980's by Mark Ellis and Martin Churchward, MandM direct have grown over the last 40 years to become one of Europe’s leading online off price retailers and the second biggest retailer in the UK with over 2 million active customers.
Challenges
Geographical limitations
The location of the warehouse in rural Herefordshire meant that the pool of candidates able to carry out an assignment was limited and MandM and the agencies they were currently utilising were at risk of being unable to fulfil the number of candidates required.
In September 2019, a month ahead of peak season for MandM – RE Recruitment were invited to submit a proposal to supply staff for the peak Christmas period, compromising of 200 warehouse staff and a call centre team of 80.
Our Approach
Seasonal and mass recruitment
Despite the initial project expectation being for a short duration of time, RE assessed that it was important to implement a fully functional onsite capability due to the volatility of orders and subsequent staffing levels required, this was achieved by the following activity:
Site management
Appointment of an Implementation Manager and Account Manager to work on the client site to manage the project
Shift shadowing
Shift shadows and working alongside those currently undertaking the duties required to gain an understanding of job roles.
Reviewing the local economy
Full investigation into the local labour market, it was established that there was limited availability of those who could travel of their own accord to site – many were reliant on public transport and travel times did not support the shift patterns in place.
Multi-lingual customer services staff
Deployment of multilingual on shift supervisors on a 1-25 basis to provide operational support to new starters and client colleagues
Candidate attraction
Development of a candidate attraction plan across social media using dual branding adverts and video campaigns.
Transport support
RE suggested the deployment of a client funded transport provision where public transport could achieve the required start times from a 30-mile radius.
Our relationship today
A continued partnership
RE achieved 100% fulfilment of the warehouse requirement whilst providing a robust and accountable team structure.
A large number of RE deployed workers were also retained after the peak period. Due to the success of the programme, RE continue to work in partnership with MandM Direct today.
Shaun Wilson (Interim) DC Manager at MandM says;
RE were fairly new partners into the MandM Direct business, however were already established in our ‘Call Centre’ delivering a very good and reliable service.
Entering into a relationship that included planning for our ‘Peak 19/20’ W/H Operation’s seemed only natural. The planning and execution from the outset was very clear, every step of the way I was kept informed of progress and any hurdles were overcome quickly and professionally. Communications with RE were second to none, the On-Site staff were not only professional they also became part of the close culture we pride ourselves on at MandM Direct I would recommend RE to any operations that are seeking assistance with their W/H Operations, going over and above our expectations.
