To say that Room & Board is selective in their hiring process is quite the understatement. Their brand, culture, vision, and purpose are so strong that they are only interested in hiring individuals that are a good fit. But the individuals they wanted to hire were not who was applying for their open positions. They were short staffed, but they weren’t willing to compromise their hiring standards. Instead, Room & Board needed a new approach to their existing problem.
There was definitely a disconnect somewhere, and we were ready to uncover it. For Room & Board, delivery associates provide a vital component of the customer experience. These are the people who are bringing products into customers’ homes, oftentimes meeting and interacting with buyers. It’s essential that their delivery associates be impeccable representatives of their brand.
First, we set out to find out who their ideal candidates would be. To do this, we got to know their current delivery associates:
- Who were they?
- What components of the position and the company stood out to them?
- What made them want to be a part of Room & Board?
- What made them want to stay and build their careers there?
We were going to use this information to build out personas to help Room & Board attract and identify individuals who would be a great fit for their available positions.
Using the information gathered from brand research, Room & Board employee interviews from each market, independent online research, and a fair amount of data mining, we built out a representation of who these ideal delivery associates were, what their drivers and motivators were, and why they were passionate about working with Room & Board.
From there, we built out target profiles specific to each market Room & Board had a need in, developed a strategy to reach ideal candidates using digital means, packaged up all of our relevant research, and delivered it to Room & Board.