S1: Addressing the skills gaps and labour shortages featuring Selfridges and Pandora


The drivers/demands/behaviours changing this area of retail

There was a shortage of van and lorry drivers before Brexit and still nearly a quarter of lorry drivers expect to leave the industry in the next three years. In 2021, retailers had to bring forward final online order dates for Christmas delivery as supply chain problems bit. As ecommerce continues to grow, so more people will be needed to fill logistics, warehousing and delivery posts.


Mitigate temporary supply pressures through efficient marketing, disciplined customer acquisition and strict control of costs
Greater retention through staff training
Increased wages costs and recruitment
Introduction of apprenticeship schemes

How retailers are responding

AO has increased its warehousing capacity by more than 80% over the last 18 months, creating more than 1,500 jobs across the business.

John Lewis invested in extra freight and ships to ensure goods arrived in time for Christmas.

Discussion points in the podcast

Is it a case of throwing money at the problem?

What can be done to increase staff retention?

What training initiatives are working well?

Click here to listen on Apple Podcasts

Click here to listen on Spotify

Behind the microphones

Sham Aziz, Head of Customer Service at Selfridges: https://www.linkedin.com/in/shamasaziz/

Ricky Wilson, VP Global eCommerce & Digital Operations at Pandora: https://www.linkedin.com/in/rickydwilson/

Katie Searles, Editor of DeliveryX: https://www.linkedin.com/in/katie-searles-522451132/ 

David Morin, Head of Retail & Client Strategy, Narvar: https://www.linkedin.com/in/davidmorinsf/

Ian Jindal, CEO RetailX: https://www.linkedin.com/in/ianjindal/ 

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