By transitioning from a restrictive working day to a "Flex-First" culture, we empowered a growth focused eLearning business to integrate performance with personal well-being. The result was a 13% drop in employee turnover year on year, significantly outperforming industry averages.
In 2024, total avoidable and regrettable churn was 15%, and by the end of 2025 it was 2%. Throughout this period the business grew and won new customers, all with happier and higher performing staff.
The Challenge: Keeping Key Players Onboard
In the competitive E-Learning space, talent poaching poses a near constant risk to operational continuity.
The board identified a need to de-risk the business by aggressive retention targeting. Engagement scores and feedback revealed a gap between corporate expectations and employees’ need for autonomy.
Without a shift, the business faced the rising costs of recruitment and the loss of business knowledge.
The Solution: A Strategic Cultural Shift
This was not a single policy change, but a multi-layered strategy:
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Flexible Work Policy: Clearly redefined the workday to allow employees to manage home lives around core business hours, prioritising output over presenteeism.
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Seasonal & Longevity Incentives: Introduced "Summer Hours" and a 3-year's service sabbatical trigger to reward long-term commitment.
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Operational Rigour: These policies were coupled with a robust and consistent approach to performance management and mandatory high-quality line management training.
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Feedback Loops: Utilised quarterly engagement data to ensure policies evolved alongside business and employee needs.
The Results: A Consistently High Performing Team Culture
The overhaul transformed the company’s employer value proposition (EVP).
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Turnover Benchmark: Successfully ensured that employee turnover stayed far below the national average for tech-enabled services.
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Operational Efficiency and Cost Savings: Reduced recruitment spend and onboarding time by retaining top performers. Fully trained staff who were engaged with the business continued to drive value year on year.
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Cultural Buy-in: Higher engagement scores driven by a culture of trust and mutual accountability.
By providing flexibility through strategic tools and policies, we proved that autonomy is the ultimate retention tool.
When you trust your people to manage their time, they commit to the business's long-term success.
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