IMG_2090

- 25:48 min

Interview

or listen on

Why Retail Leaders at Central Retail and 2degrees Put Employees First — and Saw Results

📍Singapore

In retail, there’s a growing realization that the customer experience can only be as strong as the employee experience behind it. For businesses operating at scale — across multiple countries, verticals, and workforce generations — creating a truly people-first culture requires more than lip service. It demands systemic change, consistent leadership buy-in, and a deep understanding of what motivates teams on the ground.

At Central Retail Group, Thailand’s largest retailer with operations in Vietnam and Italy, that transformation began internally — with the HR team. Traditionally seen as a back-office function, HR was repositioned as a strategic partner, with a clear mission to make the company a great place to work. Led by Chief People Officer Panchalee Weeratammawat, this shift empowered over 400 HR professionals to support 60,000 employees more effectively. By building purpose, embedding HR leaders in business decisions, and investing in long-term career growth, Central Retail saw a clear cultural shift that directly impacted customer-facing teams.

On the other side of the APAC region, 2degrees, a challenger telco brand in New Zealand, faced a different challenge: disengaged employees and an employee NPS (ENPS) score of -19. General Manager of Retail and Channels, Mia Anderson, launched a monthly ENPS platform, prioritized employee safety with duress alarms and safe rooms, modernized retail tech systems, and communicated every change transparently. In just a few years, 2degrees’ ENPS soared to +72, customer NPS improved, and the company was named Retail Employer of the Year — a testament to how culture transformation can drive business results.

What unites both Central Retail and 2degrees is a shared belief: when employees feel heard, safe, and supported, they deliver better outcomes for customers. This isn’t about perks or one-off programs — it’s about embedding trust, feedback, and purpose into the core of operations. For companies serious about long-term growth in today’s hyper-competitive retail landscape, investing in employee experience is essential.

Listen more

Interview

Building Primark in the US: Awareness, Experience, and Expansion

Rene Federico, Head of Marketing at Primark US, shared how the company is building awareness, expanding its store footprint, and adapting a globally loved brand to one of the most competitive retail markets in the world.

Rene Federico, Head of Marketing at Primark US, shared how the company is building awareness, expanding its store footprint, and adapting a globally loved brand to one of the most competitive retail markets in the world.

Interview

Rene Federico, Head of Marketing at Primark US, shared how the company is building awareness, expanding its store footprint, and adapting a globally loved brand to one of the most competitive retail markets in the world.

Building Primark in the US: Awareness, Experience, and Expansion

Rene Federico, Head of Marketing at Primark US, shared how the company is building awareness, expanding its store footprint, and adapting a globally loved brand to one of the most competitive retail markets in the world.

Interview

Coterie: When Product, Brand, and Experience Align

A key theme behind Coterie’s success is the power of messaging. While many brands focus heavily on channels, Ankur emphasizes that growth begins with clearly communicating the value you create.

A key theme behind Coterie’s success is the power of messaging. While many brands focus heavily on channels, Ankur emphasizes that growth begins with clearly communicating the value you create.

Interview

A key theme behind Coterie’s success is the power of messaging. While many brands focus heavily on channels, Ankur emphasizes that growth begins with clearly communicating the value you create.

Coterie: When Product, Brand, and Experience Align

A key theme behind Coterie’s success is the power of messaging. While many brands focus heavily on channels, Ankur emphasizes that growth begins with clearly communicating the value you create.

Interview

How Helzberg Uses Technology to Remove Frontline Burden

Under Ryan Holm's leadership, the 111-year-old jewelry retailer has invested in technology that removes administrative burden while protecting human connection.

Under Ryan Holm's leadership, the 111-year-old jewelry retailer has invested in technology that removes administrative burden while protecting human connection.

Interview

Under Ryan Holm's leadership, the 111-year-old jewelry retailer has invested in technology that removes administrative burden while protecting human connection.

How Helzberg Uses Technology to Remove Frontline Burden

Under Ryan Holm's leadership, the 111-year-old jewelry retailer has invested in technology that removes administrative burden while protecting human connection.

Interview

How HANRO US Used Streaming Ads and Clienteling to Accelerate Growth

Growth has not come from nostalgia alone. Under Satanas’ leadership, HANRO USA invested in modern acquisition channels while playing the long game on brand building. Paid social laid the foundation, but streaming ads delivered a breakthrough moment.

Growth has not come from nostalgia alone. Under Satanas’ leadership, HANRO USA invested in modern acquisition channels while playing the long game on brand building. Paid social laid the foundation, but streaming ads delivered a breakthrough moment.

Interview

Growth has not come from nostalgia alone. Under Satanas’ leadership, HANRO USA invested in modern acquisition channels while playing the long game on brand building. Paid social laid the foundation, but streaming ads delivered a breakthrough moment.

How HANRO US Used Streaming Ads and Clienteling to Accelerate Growth

Growth has not come from nostalgia alone. Under Satanas’ leadership, HANRO USA invested in modern acquisition channels while playing the long game on brand building. Paid social laid the foundation, but streaming ads delivered a breakthrough moment.

Interview

Inside Westwing’s Turnaround: The Decisions That Changed Everything

At the center of this transformation sits an unusual balance of rigor and creativity. Hoerning often describes it as the tension between data and intuition.

At the center of this transformation sits an unusual balance of rigor and creativity. Hoerning often describes it as the tension between data and intuition.

Interview

At the center of this transformation sits an unusual balance of rigor and creativity. Hoerning often describes it as the tension between data and intuition.

Inside Westwing’s Turnaround: The Decisions That Changed Everything

At the center of this transformation sits an unusual balance of rigor and creativity. Hoerning often describes it as the tension between data and intuition.

Receive new exclusive episodes


Sign up for our newsletter now!

Privacy Overview

This website uses cookies so that we can provide you with the best user experience possible. Cookie information is stored in your browser and performs functions such as recognising you when you return to our website and helping our team to understand which sections of the website you find most interesting and useful.

Strictly Necessary Cookies

Strictly Necessary Cookie should be enabled at all times so that we can save your preferences for cookie settings.

3rd Party Cookies

This website uses Google Analytics to collect anonymous information such as the number of visitors to the site, and the most popular pages.

Keeping this cookie enabled helps us to improve our website.