How Retention-Focused Leadership Hiring Improved Logistics Performance and Reduced Costs
Case Study Overview
As Regional Operations Director within a time critical, overnight and scheduled distribution network, inconsistency at site level was putting customer experience under pressure. Different ways of working across regions increased the risk of service failure, higher damage and loss claims, and a rising cost to serve. Without stabilising logistics leadership and standardised ways of working, margins would continue to erode.
The gap was not technical knowledge alone. We lacked leaders with the behaviours and cultural alignment to embed change, bring teams with them and stay long enough to see improvements through.
I made a clear choice to recruit for retention, selecting for values and impact, not just CVs. With Mark as our guide, we ran a rigorous three stage process, including live business cases and on-site finals, to test how candidates would lead, influence and deliver in our environment. We followed a disciplined plan: diagnose, define, source, simulate, decide, and launch each hire with a structured 90 day plan.
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