Driving Cultural Change and Engagement in Retail Workforce: Ankur Sawhney

💡 Episode Key Insights

• Leadership Sets the Cultural Tone [00:00:12]
Cultural transformation starts with leadership role modeling the right behaviors. Leaders must bring the vision to life in daily interactions, whether in meetings or on the store floor.

• From Corporate HQ to Store Support Center [00:11:40]
7-Eleven rebranded its headquarters as the “Store Support Center” to reinforce a service-first mindset. This shift helps embed servant leadership and prioritizes frontline teams.

• Making Culture Change Felt at Every Level [00:10:00]
The challenge isn’t defining culture but ensuring every employee experiences it. This requires human-led engagement, backed by technology, to drive consistency across a dispersed workforce.

• Beyond Data: Measuring Culture Through Atmosphere [00:14:30]
Engagement scores alone don’t tell the full story. Leaders must observe workplace dynamics—conversations, energy, and collaboration—to truly gauge cultural transformation.

• Retail Demands Fast, Agile Innovation [00:21:30]
Unlike traditional corporate environments, retail thrives on rapid experimentation. Companies must embrace a “fail fast, learn fast” mindset to stay ahead in a dynamic industry.

The rapidly evolving landscapes of human resources and organizational culture demand leaders who can adeptly navigate change, as exemplified by Ankur Sawhney, the Global People and Culture Director for 7-Eleven at DFI Retail Group.

In this conversation with Dorothy Yiu on the HR Impact Show, Ankur shares his expansive journey through various HR roles across countries and industries. This article crystallizes key insights from the discussion, focusing on cultural transformation and strategic foresight in HR.

Driving Cultural Transformation Through Leadership and Technology

Transforming organizational culture is a nuanced endeavor, particularly in a sector as dynamic as retail. DFI Retail Group's approach to cultural evolution, especially within its 7-Eleven stores, hinges on effective leadership and innovative technology use. Ankur emphasizes the pivotal role of "leadership role modeling the behaviors and bringing the vision to life." By practicing servant leadership and fostering genuine human connections, leaders set the tone for cultural change.

The company eschews traditional hierarchy by calling its headquarters the "Store Support Center," underscoring a commitment to support those on the front lines. This cultural shift is further supported by technology that simplifies employees' work, streamlining tasks from form-filling to in-store operations. This dual approach ensures that employees not only understand the cultural vision but see it actively improving their daily roles. 

In his words,

“Technology plays a big role... if I can simplify the life and the day-to-day work... through technology, it tells them that we truly want to live up to our vision.”

Building the Future Workplace by Strengthening the Core

While the prospect of AI and other technological advancements is alluring, Ankur asserts that the future workplace should focus on mastering fundamental HR principles. He argues for a steadfast commitment to inclusion, respect, and equity, which serve as the bedrock for any organization. Drawing from his experience across industries, Ankur critiques the industry's penchant for chasing trends rather than perfecting long-standing issues.

“Fundamentals of inclusion at the workplace, respect at the workplace, equity, not equality... these things stand the test of time," he states.

AI is recognized as a tool that can "supercharge" outputs when wielded by seasoned professionals, but Ankur warns of its pitfalls if relied upon indiscriminately. True progress lies in blending technological innovation with deep human expertise, ensuring that core competencies continue to guide workplace evolution.

Reflecting on HR Evolution and the Path Forward

Ankur Sawhney's reflections illustrate a nuanced understanding of the complex web of career development, cultural dynamism, and technological integration within HR. By advocating for strategic career breaks, emphasizing leadership's role in cultural change, and cautiously approaching technological trends, he presents a holistic vision for HR that is both forward-thinking and deeply rooted in core human values.

This vision not only addresses present challenges but positions HR to adeptly navigate the rapidly changing landscape, ensuring both individual and organizational growth in the years ahead.

"The way I see workplaces of the future...it's more about how do you strengthen your core? And if companies can achieve that over the next 10 years, that would be a fantastic move in the right direction."

— Ankur Sawhney

Related Resources

• Connect with Ankur Sawhney

• Connect with Dorothy Yiu

• Join the HR Impact community: Sign Up

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MEET OUR GUEST

Ankur Sawhney

Ankur Sawhney is the Group People & Culture Director for 7-Eleven at DFI Retail Group, overseeing the people strategy for 7-Eleven operations across China, Hong Kong, Macau, and Singapore. With over 15 years of HR leadership experience, he has led organisational design, culture transformation, and change management initiatives, building high-performance teams and driving business impact.

Earlier in his career, he spent over a decade at Procter & Gamble, holding multiple HR leadership roles, including Director of HR for Supply Chain in Vietnam, where he managed a workforce of over 1,600 employees across Southeast Asia. During his time at P&G, he led initiatives focused on cultural transformation, leadership development, and succession planning, supporting P&G’s business growth and operational agility across multiple regions.