Managing diversity in Luxury Retail – Hermès

About This Project

Turning ethno-cultural diversity into a strategic lever for talent and retail performance

Problem defining: Move beyond strong inclusion values and address diversity in retail by equipping sales teams with concrete, shared practices to manage bias, serve diverse clienteles, and attract and retain talent in a competitive market.

Method used :

• In-depth qualitative research combining individual interviews and ethnographic observation of retail teams and client interactions
• Analysis of cultural perceptions, biases and representations
• Mapping of critical friction points in multicultural client and team situations
• Collective intelligence and co-creation workshops to generate field-ready solutions
• Transformation of insights into concrete operational practices for luxury retail
• Experiential collective workshops (including the Diversity Fresco) to build shared awareness and common language

Deliverable:

• A qualitative field diagnosis based on in-depth interviews
• A prioritized action roadmap (set of operational insights) covering training, management practices and HR levers
• A practical toolbox designed to inspire managers and retail teams and support long-term behavioral change on the ground

#diversité #inclusion  #workshops #fresquediversité #inspiralab