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Leadership Development to Strengthen Growth and Retention

As rapid growth introduced new leadership challenges, a national service provider recognized the need to elevate its leaders’ effectiveness, consistency, and alignment to sustain the growth and increase employee retention.

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Managers as a Catalyst for Retention

Fast-paced expansion had created excitement and opportunity for this client—but also strain. Turnover was rising, and data revealed a critical insight: the associate’s relationship with their manager was the single biggest driver of retention. Leaders at the organization seized the opportunity to invest in leadership development as a way to transform how leaders led and grew their teams.

The Ask

Build a consistent leadership development foundation, grounded in trust, empathy, accountability, and connection, that:

  • Reduces voluntary turnover by developing leaders’ capability to coach and manage effectively.
  • Strengthens internal mobility and career growth.
  • Embeds leadership expectations into daily operations through a sustained, experiential learning journey.

The Approach

Uncovering insights through engagement surveys and focus groups, we designed a holistic leadership program focused on sustaining change.

  • Define the moments that matter. The program centered on six key leadership moments that most influence engagement, performance, and retention. These moments guided the entire curriculum, ensuring relevance for the leaders.
  • Design an immersive and sustained learning journey. Leaders began the six-month experience with an in-person kickoff exploring foundational leadership capabilities. Virtual sessions incorporated between-session challenges with peer coaches the supported change over time.
  • Build organization-wide alignment. Senior executives completed the program first, modeling commitment and cascading expectations across the organization. Leaders participated after their own managers completed the program to improve the experience and support.

The Outcome

  • Increased retention. The organization saw a record decrease in voluntary turnover.
  • Cultural alignment. The program created a shared language with aligned leadership expectations creating better consistency for the associate experience.
  • Career growth. The program provided the needed visibility and manager support to improve internal career mobility for associates and managers which supported sustained impact long-term and more quickly developed capable leaders to support the organization’s growth trajectory.
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