Managing stakeholder relationships — Truworths

Strict health and safety protocols have been implemented, with stores actively maintained at COVID-19-compliant levels to ensure the safety of employees and customers during the pandemic. In-store layouts meet social distancing requirements while the number of customers permitted in stores is limited. Specific protocols are followed before merchandise is returned to the floor to ensure customer safety.

Truworths responded by increasing its investment in digital new account acquisition and customer management capabilities through digital marketing, new application processes and broader use of digital channels across the customer life cycle.

Communication includes motivational videos, frequent CEO videos to all staff on a variety of issues and written communication, some of which has focused on ensuring compliance with COVID regulations during the changing lockdown levels to ensure that employees adapted and adjusted to the requirements of the regulations. Where possible, Truworths has continued to follow a hybrid model of employees working from home and the office. A cautious approach has been adopted to the percentage of employees working in the office to ensure personal distancing and safety. Employees will mostly be returning to work in the office when conditions allow as informal and formal teamwork is one of the five core values of Truworths.

Employees have been encouraged to be vaccinated against COVID-19, with all senior management having taken the lead by being vaccinated. Employees are able to use paid pandemic leave, which was introduced in 2020, to get vaccinated and for recovery should they experience post-vaccination symptoms. A vaccination plan was formulated and included in the company’s COVID-19 policy. Employees have also been educated on the importance of maintaining mental well-being as this is an issue encountered by several employees. Employees affected by the loss of a colleague due to COVID-19 were offered pyscho-social support.

The senior merchandise management team has constantly reviewed sales plans of key locally produced products and sought innovative opportunities to balance seasonal production flows to assist with the challenge of peaks and troughs in production that were exacerbated by the impact of COVID-19.

Truworths is a signatory to the Master Plan and is committed to the principle of increasing its local procurement of merchandise where possible, and generally providing support for local manufacturing. Extensive engagement has taken place with officials from the Department of Trade, Industry and Competition (DTIC) and the International Trade Administration Commission (ITAC) on the guidelines relating to the processes and permits for importing certain fabrics under a rebate of customs duty. Truworths has also participated in other engagement on the establishment of manufacturing clusters and the prevention of illegal imports.