CLA Case Study - Convenience Retailer - CLA Solutions

CLA Case Study – Convenience Retailer

Convenience Retailer

Interview Framework

The Client

One of the largest convenience retailers in Australia. Operating more than 670 stores (both corporately owned and franchised) across Australia, They are focused on meeting the ever-changing needs of their convenience customer. ​

The Opportunity

Our client sought CLA’s assistance to improve the rigour of their recruitment and selection processes. This work was intended to create more consistency in how hiring managers interviewed and assessed for job fit in alignment with the organisation’s capability framework. 


CLA’s approach involved two parts: ​

  1. First, we reviewed the client’s leadership capability framework to familiarise ourselves with the content and behavioural descriptors. We then created a bank of behaviour-based interview questions aligned with the capability framework to be used in recruitment and selection processes. ​
  2. Second, we scheduled multiple training workshops in which hiring managers attended and learned: ​
  • Why hiring decisions count and the cost of hiring mistakes ​
  • The benefits of a structured behavioural interview​
  • Their role as hiring managers in guiding an interview (before, during and after the interview)​
  • What makes a great candidate ​
  • Practical skills for behavioural interviewing ​
  • Common traps during interviews and tips to avoid including an exploration of common biases that may affect recruitment decisions 
  • The key resources to consult to support better interviewing i.e., position descriptions, the client’s capability framework, case studies and the behaviour-interview question bank created in Part 1. ​

The workshops were very well received and also provided an opportunity for participants to share best practice, lessons learned and build relationships business-wide. 

The Outcome​

Following this project, CLA have continued our relationship with the client across talent management and leadership development solutions. ​