The Seamless Transition, Zero Disruption RPO Handover - Retail
Challenge
Super Retail Group faced the complex challenge of transitioning RPO providers without disrupting their critical recruitment pipeline while improving key performance metrics.
Solution
When Super Retail Group needed to transition from their incumbent RPO provider, we delivered a flawless handover with 100% business continuity, ensuring zero disruption to their recruitment operations while immediately elevating service quality across their four iconic retail brands.
Results
100% Seamless Transition Success
Zero disruption to recruitment operations throughout the transition period
Immediate Service Excellence and Enhanced Stakeholder Satisfaction
98% New hire retention
90.9 NPS Candidate Satisfaction
100% Hiring Manager Satisfaction, all KPIs met or exceeded
98% Direct Sourcing (No agency)
About Our Customer
Super Retail Group Limited (ASX:SUL) is the proud owner of four iconic brands: Supercheap Auto, Rebel, BCF, and Macpac, operating as one of Australia and New Zealand's largest retailers. With hundreds of locations across Australia and New Zealand, the group employs thousands of team members across their retail network, distribution centres, and corporate offices. As an organisation committed to enabling their customers to live their passion, Super Retail Group requires a talent acquisition partner that can deliver consistent, high-quality hiring support across diverse role types and locations while maintaining strong adherence to their employer brand and values.
The Solution
Harrier implemented a comprehensive Complete Recruitment Management (RPO) solution for Super Retail Group, beginning with a methodical transition phase that has successfully evolved into focused delivery. Seven months into the partnership, the team has built robust capability, significantly lifted performance, and established consistent excellence across all talent acquisition functions.
Our embedded team of Talent Acquisition Specialists is aligned to support the diverse hiring needs across the group's multiple brands and departments. The solution includes:
Comprehensive End-to-End Recruitment Support From initial job briefings to offer management and onboarding coordination, ensuring a seamless experience for both candidates and hiring managers.
Strategic Talent Community Development Growing from zero to over 100 opted-in candidates, with tailored communications and engagement strategies to maintain a pipeline of pre-qualified talent.
Enhanced LiveHire platform Creating comprehensive user guides, video tutorials, and support materials to optimise the recruitment technology infrastructure.
Sourcing Effectiveness Analysis and Optimisation Continuously evaluating and refining sourcing channels, with a focus on internal mobility (29%), talent pools (20%), and other high-conversion sources.
Data-Driven Performance Measurement Implementing robust metrics tracking and reporting on key performance indicators that are lead indicators to retail trading performance including time-to-fill, hiring manager satisfaction, and candidate experience.
The Results
The transition established a new benchmark for RPO handovers in the retail industry. Beyond achieving 100% business continuity, we immediately elevated service quality, with hiring managers reporting feeling "well-supported" and appreciating the value we brought from day one. This foundation enabled us to build momentum quickly, setting the stage for the continuous improvements and innovations that followed in subsequent quarters.
The partnership has delivered exceptional outcomes across all key metrics in Q3 2025:
Exceeded speed to hire target in the first quarter
Achieved 98% new hire retention (exceeding the 80% target) demonstrating exceptional hiring quality
Commenced CX measurement, NPS at 90.9
Reached 100% hiring manager satisfaction, indicating strong stakeholder partnerships
Maintained 98% direct sourcing with minimal agency usage, supporting cost-efficiency goals
Through our model design, concentrated on the development of active live talent pools resulting in 20% talent pool sourcing within the first 6 months of delivery
Reduced single channel reliance to 28% ensuring recruitment resilience and strong embedment of the insights-driven attraction strategy approach
Implemented three Continuous Improvement initiatives post the initial implementation focused on technology user experience, talent community nurturing, and talent attraction strategy
The partnership has established strong foundations and is positioned to build momentum and deliver increasing business value through focused continuous improvement.
Choosing the right RPO plan.
Managers today are confronted with many talent acquisition obstacles: limited internal resources, competitive talent markets and increasing pressure to deliver quality hires efficiently. This is why organisations decide to hand over their recruitment reins to providers like Harrier + RPO.
Partner with us to outsource your entire recruitment function or specific components to some of Australia's sharpest talent consultants that implement proven, systematic recruitment processes, and a tech-agnostic approach that keeps you ahead of the curve. No tech favoritism here, just what works best for you.
Choosing the right plan.
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