FOOT LOCKER How a global retail brand built a talent acquisition program with a great customer experience in mind - iCIMS
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FOOT LOCKER
How a global retail brand built a
talent acquisition program with a great
customer experience in mind
© 2018 iCIMS Inc. All Rights Reserved.
iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
This edition of the Talent Acquisition Blueprint
Report profiles Foot Locker’s vision for talent
acquisition and how the iCIMS UNIFi solution
helps the global retail organization achieve its
strategic hiring goals.
Challenges for
Foot Locker at a Glance
the Retail Industry
• 9 Brand Divisions • A changing retail environment
• Fierce competition
• 24 Countries
• E
volving behaviors and expectations
• 3,000+ Stores of consumers
• Multiple Corporate Offices • High-volume hiring
• Employee turnover
• M
ore than 44,000
Employees Globally
Foot Locker’s Strategic
Talent Objectives
Hiring best-fit, diverse candidates is vital to
Foot Locker’s store and non-store teams.
Foot Locker is a high-growth company with
a need to build global and cross-division
talent for the long-term.
A
ttract and acquire high-caliber associates
with a powerful employment brand
Reduce
complexity by integrating
disparate systems and processes used to
acquire talent within one platform
2 © 2018 iCIMS Inc. All Rights Reserved.
iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
At Foot Locker, Strong Talent
Acquisition is Key to Business Success
In the highly competitive retail industry, Foot Locker
notes the key to its success is hiring the right
employees who can generate sales and create a
great experience for its customers. The athletic
sneaker and apparel company uses the iCIMS Talent
Platform along with a strong integration with pre-hire
assessment provider, Infor Talent Science, to find the
right people for its open jobs.
Today, shoppers are more experience-driven, Foot Locker’s Key
socially engaged, selectively loyal and informed-
creating fierce competition for all retailers.
to a Great Candidate
Additionally, employers in the retail industry typically
face the challenges that come with high-volume
Experience
hiring and employee turnover. The talent acquisition
and HR leaders at Foot Locker realized that they need
to hire best-fit talent to address these unique business “We are in the people business;
needs and utilize the right tools to be effective in
finding them.
it’s about bringing experiences
to people. Our partnership
“Like any other retail with iCIMS has helped us
brand, finding the make big strides on our
right talent in the right journey. We still have work to
location is always do and will need to continue
a challenge,” to evolve with our candidate
said Alexis Trigo, senior director of organizational expectations.”
capability at Foot Locker. With almost four million
applicants applying to jobs at Foot Locker globally
- Alexis Trigo, Senior Director,
over the last year, having a large candidate pipeline
isn’t the main challenge for the retailer; it’s finding Organizational Capability
and hiring the right talent quickly, while providing a
consistent and impressive candidate experience.
3 © 2018 iCIMS Inc. All Rights Reserved.
iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
Streamlined and Consistent Talent
Acquisition Around the World
With nine brand divisions, 3,000+ stores and multiple
Foot Locker estimates
corporate offices, Foot Locker was looking for a that prior to implementing
solution to bridge all their operations and offices
globally. “One of the main reasons we partnered
iCIMS, the company’s
with iCIMS was that we were looking for a global recruiters were spending
operation that could scale with us, and allow us to
have consistency across our brands and locations,”
a notable percentage of
said Trigo. their time on process
Additionally, since signing with iCIMS in 2015, Foot administration, time they
Locker now has access to global reporting and
analytics so the company can better understand its
are now spending with
recruiting effectiveness and opportunities. candidates and hiring
The Vice President of Talent Acquisition at Foot managers.
Locker, Inc., Geoff Green, explained the invaluable
reporting capabilities with iCIMS and the ability to
have a global view of what is going on across
the company. For Foot Locker’s talent acquisition team, often
the recruiter, hiring manager and candidate are
not in the same geography. “To me, the biggest
“Before iCIMS, we used benefit is the ability to configure the solution to our
specific needs, which gives us the opportunity to
Excel spreadsheets to provide a consistent process to our internal teams
globally,” said Green. “If you’re applying for a position
record who applied and in France you should have the same polished and
tailored experience as someone applying for a job
when they applied in in Kentucky. Additionally, hiring managers in all our
order to get a proper locations have the same quality experience, because
they’re using the same tool.”
time-to-fill. Now with As Trigo explained, “The partnership we found
with iCIMS was one that matched our long-term
the ease of only having strategy. We needed a consistent global experience
for our candidates but also for our internal customers.
to click a couple of Working with iCIMS has allowed us to utilize standard
integrations and materialize that long-term vision
buttons, we save time faster.” iCIMS’ standard integrations, which are built to
by eliminating non- specification, make the implementation process more
streamlined and stable.
productive activities,”
said Green.
4 © 2018 iCIMS Inc. All Rights Reserved.
iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
Recruiting is Consumer-Facing and Too Important to Neglect
Having a great candidate experience affects more than just a company’s
recruiting efforts. In fact, candidates who are satisfied with their experience are
twice as likely to become a customer of the hiring organization compared to
unsatisfied candidates (53% vs. 25%).1 As the Vice President of Divisional HR in
North America at Foot Locker, Evelyn Ross, shared, “Best-fit talent leads to a
happy customer, which leads to a loyal customer which leads to revenue.”
Foot Locker’s HR leadership team recognized that the Because many of the interactions Foot Locker’s
constantly changing landscape of talent acquisition applicants have with the company’s hiring process
made it more crucial than ever for their company to are technology-driven, it was critical for their talent
keep a pulse on the behaviors of candidates during acquisition departments to have tools that deliver a
the hiring process. Without the right tools, Foot great candidate experience.
Locker’s talent acquisition team risked not being able “As the world has become more automated with less
to find the right people, and without the right people, human interaction, when candidates are applying to
their business will not meet its full potential. any position in any industry, they think their resume
goes in a black hole,” said Green. It’s up to us in talent
acquisition to assure them that is not the case with
Foot Locker. We want them to have confidence that
their resume, or online application, was received and
have trust in our applicant tracking processes.”
Candidate Expectations are Shaped by
Consumer Technology
When it comes to future talent needs, Foot Locker
always has the customer top-of-mind. “Our future
“Our associates are also important is grounded in our consumer and we know that
customers. We know our applicants our customers are always evolving and engaging
are also our customers and deserve across all channels,” said Ross. “Whether engaging
us for product or career, we want to ensure we
the highest quality experience.”
are providing the best possible experience through
technology and innovative solutions.”
- Evelyn Ross, VP, Divisional HR
(North America)
1. IBM, The Far-Reaching Impacts of Candidate Experience, 2017
5 © 2018 iCIMS Inc. All Rights Reserved.
iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
Make Job Searching Easy
To make it easier for job seekers to find open positions employers need to get
inside the mind of a candidate. If job seekers aren’t going directly to a career
site, they likely start their search on a search engine such as Google.
iCIMS recently partnered with Google for the “In addition to the day-to-day need to serve our
introduction of an improved search experience customers, during special sporting events, such as the
that helps candidates find jobs more quickly NBA All-Star game, we hold ‘take over’ events in the
and efficiently. city to promote a certain product,” explained Trigo.
With this new wave of recruiting technology, jobs are “There is always a need for an influx of associates
now more easily identified on Google by job seekers in order to bring our brand experience to life. The
who can refine their search with specific criteria from challenge from market to market is about how we put
within the search engine. This collaboration across our time in and strategize around that and leverage
the job-matching ecosystem ensures Google Search the tools and resources available to us to make sure
can detect and display available jobs as soon as we’re matching the talent to the need from the
they’re posted to a company’s online career site. hiring managers.”
As Trigo explained, “Ensuring the job seeker can With iCIMS Connect, employers can expand their
easily identify the right job for them and making talent acquisition capabilities through proactive
the process as seamless as possible is key for Foot recruiting and candidate relationship management
Locker. By partnering with iCIMS we’ve been able to (CRM) functionality. This helps organizations generate
put the infrastructure in place to make that process and maintain the interest of potential candidates, and
more streamlined.” build candidate pipelines to help fill open jobs faster.
Additionally, with Connect, Foot Locker can more
Unique Hiring Events That Support a strategically attract and nurture candidates coming
Brand Experience in from events. iCIMS Connect’s event management
features offer a robust solution to advertise and
Foot Locker hires people for a broad range of promote events, enable pre-registration to events
positions and functions throughout the organization through a branded portal, automate messages
from the corporate offices to hourly sales staff. In to attendees, and gain valuable insight into event
addition to the increased need for employees prior success through advanced reporting.
to the holiday season, Foot Locker has specific talent
initiatives throughout the year.
6 © 2018 iCIMS Inc. All Rights Reserved.iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
To Meet Unique Hiring Challenges Foot Locker Recruits for Specific Soft Skills
Based on the leadership model Foot Locker’s employees follow, the hiring professionals at Foot Locker look
for specific soft skills in candidates that are crucial to success at the company including communication,
motivation and collaboration.
“The culture at Foot Locker is highly collaborative. We may have multiple corporate offices, but on a day-to-day
basis, it doesn’t feel that way because of how connected we are,” said Green.
Foot Locker also looks for applicants who will be future-thinking and will come up with creative solutions to
problems. Ross points out the importance of being authentic to better serve their customers in their stores and
corporate offices. “You need to bring who you are to the table. Our customer, who we call our muse, is looking
for that. They are not all the same – they want something special,” said Ross.
When hiring for someone in a leadership role, it’s important to dig deeper into the soft skills they’ll need to not
only grow their own career but also support those they manage. According to a recent survey by iCIMS,
94% of recruiting professionals believe an employee with
stronger soft skills has a better chance of being promoted to
a leadership position than an employee with more years of
experience but weaker soft skills.2
“For leadership positions, where
someone may have been in the same
position for a long time, you may assume
they have become complacent. But in
those scenarios, I look for innovation
and creativity. What did they do to
reinvent their impact in the role, to make
themselves more successful with each
anniversary with the business?”
- Geoff Green, VP, Talent Acquisition
2. iCIMS, The Soft Skills Job Seekers Need, 2017
7 © 2018 iCIMS Inc. All Rights Reserved.iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
Using Talent Science to Identify Infor Talent Science also provides customized
the Right Candidates interview questions to probe at strengths and
opportunities of the candidates, allowing hiring
In 2012, Trigo and Foot Locker’s talent acquisition managers to access what their soft skills may be and
team set out to improve the process of hiring its determine if the applicant is the best fit. As a result,
in-store workers and identify best-fit talent faster. Foot Locker has seen a reduction in turnover and
Through their partnership with Infor Talent Science, increase in productivity among its workforce.
applicants take an online assessment that allows
Foot Locker to use predictive data to identify ideal
in-store worker behaviors and ultimately reduce its
turnover by finding better candidates more likely to
be successful and to stay with the company long-
term. The tool allows hiring managers to compare a
candidate’s “Behavioral DNA®”, which is a measure of
39 behavioral, cognitive and cultural traits, against that
of a performance profile for the ideal employee.
Infor Talent Science
Enables Foot Locker to:
“When we chose Infor Talent
• H
elp identify candidates more likely to demonstrate Science, we knew we needed to
ideal in-store worker behaviors
• S
ave time for hiring managers ensure a high-quality experience
• R
educe employee turnover while finding better with our consumers. Which
candidates more likely to be successful and stay
with the company long-term meant we needed to find a way to
• E
nsure they have a sufficient pipeline of qualified source, recruit and select a better
talent to achieve their business objectives
fit employee who could provide
Foot Locker is among a growing number of
the experience our customers look
companies using assessments, such as personality for. Before Infor, we were making
tests, or exams for cultural fit and cognitive abilities.
assumptions, but now finding
In fact, nearly two-thirds of recruiting executives
are upgrading their organizations’ assessment and people who fit into this culture is
selection capabilities to one of their top three near-
a science, and we find that these
term priorities and are increasing their budget for
assessment and selection by an average of hires stay with the company
15 percent.3 longer and deliver a better
Gaining popularity with employers, online pre- experience to our customers.”
employment assessments give recruiters and hiring
managers a complete picture of applicants and how
they likely will perform on the job. These tests are - Evelyn Ross, VP, Divisional HR
based on data algorithms that show what kinds of (North America)
traits and skills are correlated with success in a given
company or job position.
3. CEB, Global Assessment Trends, 2014
8 © 2018 iCIMS Inc. All Rights Reserved.iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
A Seamless Integration with Their Talent With so many options available, how do you narrow
Acquisition Platform-of-Record down which solutions are the right fit for your
organization? Once you do find the right solutions, how
Job candidates can complete the Infor Talent Science do you efficiently manage, integrate, and monitor so
assessment on a mobile device, tablet or computer many different applications?
in 20 minutes or less. Fully integrated with iCIMS, after
Best-in-class companies are choosing a centralized
candidates complete the assessment during the online
recruitment platform as a “hub” for all these tools,
application process with Foot Locker, Infor Talent Science
which serves as an extension of their core HCM or
results are fed right into iCIMS so users do not need
HRIS technology. Integrating the two drives better data
to click through two systems. This makes for a very
governance, scalability and ROI.
seamless process for the candidate and the internal Foot
Locker user, while ensuring optimum data governance. For Foot Locker, iCIMS serves as the unified hub for all
their talent acquisition and HR technology partners. The
The implementation of the integration went smoothly for
strong integrations Foot Locker has with best-of-breed
Foot Locker. “We were expecting it to be a lot more labor
providers and their HRIS allows their teams to be more
intensive but iCIMS and Infor over-delivered,” said Trigo.
productive by reducing passwords and duplication of
“Since the integration is a standard connector, a lot of the
information while keeping important information in-sync
work was already done prior, we only had to focus on
across their systems. iCIMS also makes it easy for Foot
basic configurations and aligning the data that we wanted
Locker to be nimble and add new recruiting solutions to
flowing back and forth.”
their platform as trends and goals change.
Creating a seamless internal process with the right tools
With iCIMS and Infor, in place allows the brand to commit to creating a great
candidate experience. As Trigo explained, “In order to
Foot Locker Now Has: support our hiring managers, we work to ensure the
process is as seamless as possible in each stage of the
• A
bility to identify best-fit talent quickly
recruiting funnel while also making sure the candidate
• Improved candidate experience
stays engaged as possible throughout the experience.”
• F
aster training and onboarding for new hires
• T
ime saved for hiring managers
• Increased associate productivity “We’re excited to be a part
• R
eduction in turnover of the iCIMS community.
• C
onsolidated views of candidate data
Together we’re building a better
Talent Acquisition is Complex and
experience for job seekers and
Dynamic; Therefore, it Requires Focus bringing great innovation to our
The number of technology solutions needed to support internal customers as well,”
the hiring process has grown significantly over the
concluded Trigo.
past several years. While businesses now have more
specialized tools available to support recruitment
strategies for attracting, finding, and managing
candidates, the by-product of this growth is that the
average business uses up to 24 recruiting technologies
with the number one challenge being poor integrations.4
4. HRWINS, The Future of HR Technology, 2016
9 © 2018 iCIMS Inc. All Rights Reserved.iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
Unified Talent Acquisition
Foot Locker’s Unifi Platform:
Now, with iCIMS UNIFi, companies can easily shop
for, integrate, and build recruiting tools that work with
the iCIMS Talent Acquisition Suite. iCIMS UNIFi offers
a marketplace with the industry’s leading ecosystem
Recruit
Applicant Tracking System
of proven, talent acquisition-focused providers with
Connect Onboard
headache-free integrations. Recruitment Marketing New Hire Onboarding
By bringing all of your talent acquisition tools together
into one view, recruiting workflows are simplified, and iCIMS Talent Acquisition Suite
reports are centralized to deliver more comprehensive,
actionable insights. This helps employers gain a BS
Background
competitive edge in the war for talent. Screening
iCIMS’ partnership with Infor and more than 200 JD A
Job Assessments
providers offer a seamless transfer of candidate Distribution
information into the iCIMS Talent Acquisition Suite,
where recruiters can manage the hiring process from
SD CT HR
Social Compensation Payroll and
start to finish, all within a single, cloud-based application. Distribution & Tax Credits HRIS
ATTRACT SCREEN MANAGE
“We believe in iCIMS’ very progressive vision
for the future of talent acquisition. The iCIMS
Marketplace and UNIFi allows us to integrate
with various partners which allows large
organizations, like Foot Locker, to be nimble
enough to react and adapt to changes.”
- Alexis Trigo, Senior Director,
Organizational Capability
10 © 2018 iCIMS Inc. All Rights Reserved.iCIMS | The Talent Acquisition Blueprint Report: Foot Locker
About iCIMS
iCIMS is the leading provider of talent acquisition solutions that help businesses win the war for top talent.
iCIMS empowers companies to manage their entire hiring process within the industry’s most robust
Platform-as-a-Service (PaaS). Built on the foundation of a best-to-market talent acquisition software suite,
iCIMS’ PaaS framework, UNIFi, allows employers to expand the capabilities of their core talent acquisition
technology by integrating with the largest partner ecosystem in talent acquisition to help them attract, find,
screen, and manage candidates. Offering scalable, easy-to-use solutions that are backed by award-winning
customer service, iCIMS supports more than 3,500 contracted customers and is one of the largest and
fastest-growing talent acquisition solution providers.
About Infor
Infor is fundamentally changing the way information is published and consumed in the enterprise, helping
customers in more than 200 countries and territories improve operations, drive growth, and quickly adapt
to changes in business demands. To learn more about Infor, please visit www.infor.com.
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