In retail and hospitality, frontline employees are the heartbeat of the customer experience. Yet, for too long, these roles have been seen as transient, stepping stones, rather than destinations. That mindset is shifting. Organizations that thrive in today’s labor market are those that recognize the frontline not just as a workforce, but as a talent pipeline.

So, what are leading companies doing to support career development and leadership growth from within? And how can we reimagine continuous learning for hourly employees in a way that’s both practical and inspiring?

1. Career Development Is a Retention Strategy

According to McKinsey, lack of career development is now the number one reason frontline retail employees leave their jobs¹. That’s a wake-up call. Employees want to grow, and they want to grow with you. Companies that invest in upskilling and internal mobility are seeing real returns. One major retailer offering college-level courses and certifications found that participants were four times more likely to stay¹.

Sam’s Club is another standout example. Their “Manager in Training” program combines instructor-led learning, on-the-job practice, and video tutorials to prepare high-potential team leads for leadership roles. Seventy-five percent of their managers started as hourly associates². That’s not just a stat—it’s a strategy.

2. Leadership from Within: Identifying and Elevating Talent

Leadership doesn’t always come with a degree. McKinsey’s research highlights the importance of skills-based hiring and promotion—looking beyond resumes to identify real potential³. One company even hired sushi chefs and nail technicians for precision manufacturing roles based on their manual dexterity and attention to detail.

For frontline roles, this means rethinking how we assess readiness for leadership. Are we looking for the loudest voice, or the one who quietly mentors others? Are we promoting based on tenure, or on demonstrated initiative and problem-solving?

Programs that offer job rotations, mentorship, and clear advancement pathways help surface hidden leaders. And when frontline managers are supported and inspired, they become the linchpin for broader cultural transformation¹.

3. Continuous Learning That Meets People Where They Are

Traditional training models that include lengthy seminars and offsite workshops don’t always work for hourly employees juggling shifts and life outside of work. The most effective learning programs today are bite-sized, mobile-friendly, and embedded into the flow of work³.

Think handheld devices delivering quick lessons on customer service or inventory management. Or tiered training that starts with hands-on skills like cake decorating and builds up to budgeting and financial acumen³. This kind of learning isn’t just about job performance, it’s about confidence, pride, and belonging.

And let’s not forget personal development. Programs that support language learning, digital literacy, or even career exploration send a powerful message: “We see you as more than your role. We see your future.”

The Bottom Line

Retail and hospitality leaders have a choice: treat frontline roles as revolving doors, or as launchpads. The organizations that choose the latter are not only building stronger teams—they’re building cultures of growth, loyalty, and purpose.

Let’s stop asking how to “retain” people and start asking how to help them rise.

1. How retailers can retain frontline workers | McKinsey
2. Empower the front line for a thriving organization | McKinsey & Company
3. SHRM Educational Programs