Global travel retail service provider One Red Kite is set to focus on how businesses in travel retail can build resilience when it takes part in the upcoming Virtual Travel Retail Expo 2021.
The UK-based company – founded by husband-and-wife team Kevin and Jilly Brocklebank – is a Gold Partner of the online event which will take place from 11-15 October.
Founder & Managing Director Kevin Brocklebank said the company will highlight how it has supported clients to achieve success throughout the COVID-19 pandemic. The company will also consider the challenges in recruitment, the importance of people in travel retail and the channel’s future.
Brocklebank emphasised that, despite the impact upon the global travel retail industry, One Red Kite remained in operation and was fortunate to keep all its team members in full-time jobs during the crisis period.
“We remained focused on our core business and that is to develop bespoke solutions that meet our clients’ needs and prepare them for the future. Even in the darkest of times, we were always ready to respond and serve our customers” he said.
“Recruitment and the Mystery Shopper programme were put on hold. We remain incredibly grateful to our clients for whom we continue to work with and I believe that our partnerships are stronger than before. We have an excellent team who are committed to delivering to a high standard and we are also very easy to work with,” Brocklebank said.
Forged by years of cross-functional experience in travel retail, One Red Kite is the outsourced services partner for many category-leading brands. Its services include Data Management and Reporting, Recruitment and Retail Excellence through a bespoke Mystery Shopping programme.
One Red Kite’s name was inspired after Kevin Brocklebank noticed a project in Outer London to re-introduce the Red Kite bird of prey. The bird’s traits include efficiency, an ability to ride the thermals and to zero in on important things, namely its food. “We wanted the company to stand out, to be different, and the red kite is what we are all about. While few may recognise an image of the bird, it was clear this could translate into a flying kite.” |
Jilly Brocklebank detailed One Red Kite’s support of their employees during the pandemic. “Our team members are very important to us and we have been fortunate to be able to look after them throughout this troubling time,” she said.
While this support included working from home, Teams and Zoom meetings, the Brocklebanks also visited their workers at home for doorstep chats or met them for walks whenever possible. They also delivered regular goodie bags, which included wine and spirits, eats and treats.
“We wanted to thank them for their resilience, patience and the hard work they continued to deliver as we were working at full capacity. To give them something to enjoy and share with their family really made them happy.”
At the same time, One Red Kite invested in extending its dashboarding and reporting capabilities, software and team development. The company has also extended its client base, with part of the pandemic spent onboarding a new customer.
In terms of recruitment, Jilly Brocklebank predicted that employers will be cautious to return to recruiting in general, which will be gradual and “aligned to how the travel retail business is gradually returning to normal”.
“Employers must consider the overall market,” she said. “There is a high demand of expertise but lower supply, as many people are leaving the travel industry to take up roles in the domestic markets. Many will think it is a safer area to work in, and of course, in travel retail the skills are all transferable”
“However, the travel retail industry remains a very attractive one. We are very lucky to work in such a dynamic market. Travel retail remains a great career choice and my greatest passion is finding the right people to fill great roles.”
Brocklebank expects a return of the Mystery Shopper programme in the coming months. “When we think about the stores in all the airports, the way to capture the traveller is by delivering better service than they can get locally.
“Service really is key and brands must get it right if we are to reconnect with our travellers,” she said.
Contact: To set up a meeting at the Virtual Travel Retail Expo please email Kevin Brocklebank on Kevin.Brocklebank@oneredkite.com or Jilly Brocklebank on Jill.Brocklebank@oneredkite.com.
