Greene King’s retention levels are “better than they have ever been”, thanks in part to a core focus on ESG in its business strategy, chief executive Nick Mackenzie told MCA’s Pub Conference.
Speaking during a Q&A, hosted by MCA contributing editor Peter Martin, Mackenzie said people and culture formed part of its overall strategy to drive a better environment for its people to work in.
“We are investing a lot behind systems to make sure our people have the best experience when they come and work for us,” he explained.
In terms of its wider approach to ESG, Mackenzie said that employees now and in the future are actively engaging with topics such as sustainability during the application process.
The knock-on effect from an enviable working culture and employee experience, should filter through to a better customer experience, and, as a result, better profitability, he said.
While it’s difficult to measure the direct impact of a strong working culture and sustainable ethos on the bottom line, Mackenzie said its retention levels were the best they had been, having improved by 12% last year.
“We also know that the shape of our employment base is changing and there are more women coming into the business. In terms of race diversity, we have targets – and we are hitting those targets.”
Its customer scores have also improved, so while there are lots of external factors that may also be playing their part, he said he was “joining the dots”, between Greene King’s improved retention levels and recruitment success, engagement scores and customer scores. “If you can connect those dots, then in theory that drives through to better profitability.”
He acknowledged that with 40,000 staff, the business is never going to get it right all the time, but a top-down approach and focus on strong communication is key.
It has also invested in training across the business, including £1m on a specific piece of training that has been “very, very effective”, in addition to working closely with its business development managers and general managers to develop the skills they need.
