cASE STUDY 05:

The time we minimised attrition and maximised performance

Retail and Hospitality Organisation

the challenge:

Who are the people we need and what does good look like?

In 2025, we partnered with a global retail business operating in a unique environment: cruise ships.

This organisation faced both high attrition and a lack of clear performance statements. They needed a more strategic way to attract, recruit, and retain the right people.

They reached out for our support:

Defining the behaviours that constitute ‘high performance’.
Redesigning recruitment to find who's most likely to perform and stay.
Identifying business changes to improve retention and performance.

THE APPROACH:

Strategic research, clear standards, and smarter recruitment.

We collected and analysed three sources of data:

Business data on engagement, performance, and attrition.
Two academic reviews into predictors of performance and retention in both sea-based and retail roles.
Interviews, focus groups, and workshops with over 60 people across 18 countries.

We used this data to build four separate deliverables:

Performance Profile.
‍A clear view of performance and behavioural expectations to be embedded into performance management processes.
Recruitment Profile.
The traits and experiences that predict both high-performance and longer retention working at sea.
Recruitment Process.
‍Our strategy and process for attracting and selecting the right people.
Embedding Plan.
‍A plan with broader business changes that will embed the right behaviours, drive performance, and increase retention.

External research.

A review of eight competitors, the behaviours required for success in the future of retail, and a generational workforce needs review.

Internal sessions.

We conducted 49 ‘Walkaround Sessions’ with over 200 people across the organisation. We used these sessions to gather feedback, add detail, and iterate the content of the Culture Blueprint.

“The deep expertise in behavioural science, flexibility, ability to adapt to our needs, and willingness to go above and beyond has been exceptional.”

Head of People

The results:

Laying the foundations for lasting change.

The new profiles and process are currently being tested across a smaller population. Although it’s too early to measure outcomes, the work has already created strong momentum. The organisation now has:

Clarity on high performance
With a clear profile of behaviours and standards for people working at sea.
A smarter recruitment strategy
‍Designed to identify candidates who are most likely to thrive and stay longer.
A practical plan for embedding change
Ensuring the behaviours and processes become part of day-to-day operations.

These outputs give the business a solid foundation to reduce attrition, improve performance, and create a more consistent employee experience. The impact is now being tracked through performance, engagement, and retention data.

testimonials:

Our stakeholders and end users loved what we created.

01/05

“Looking for a credible partner who delivers what they say they will, when they said they will? Look no further. I would recommend Click to anyone looking for a knowledgeable and values-led partner.”

Head of Talent Acquisition

“Incredible to work with. Thoughtful and genuinely invested in getting it right. Took something complex we’ve been trying to achieve for over 2 years, making it clear and actionable."  

HR Business Partner

“Incredibly insightful and collaborative. Matt helped us recruit the right people to elevate our onboard guest experience.”

Transformation Manager