Retail Insights: Amy Lynes, Lush

Lush_Dean_AmyFollowing Lush’s announcement that it had accidentally underpaid its staff, we are featuring a video interview with Amy Lynes, Lush’s people support manager, who spoke to Inside Retail journalist Dean Blake about the issue.

Short on time? Here are three key takeaways of the interview:

  • Lush realised how complex the modern awards were after an accidental error in the company’s pay system impacted employees pay over an eight year period.
  • The company has found out how important it is to invest in infrastructure that would allow companies to deal with the complexities of the modern awards.
  • The company announced the error publicly because, according to Lynes, they want to locate employees who may not be working for the company anymore and pay them what they’re owed. She added it is also important for them as a business to be transparent and honest in facing these kinds of issues.

When fronting the media earlier last week, Lush director for Australasia Peta Granger apologised to the company’s staff and customers. Granger said the company was “sincerely sorry” for letting their staff down so badly.

Following Lush’s admission of accidental underpayments, National Retail Association chief executive Dominique Lamb commended the retailer for taking “ownership of its mistakes” adding that the error could have happened to anyone.

Watch the interview below:

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