How Alshaya made wellbeing support more consistent across its retail workforce
2025 WINNER · Retail sector
Alshaya’s 2025 entry described a shift from fragmented, division-by-division support towards a shared wellbeing system. In a people-intensive retail business, the aim was to make help easier to find and to give colleagues a more consistent experience across markets.
What they did
The model combined a confidential, multilingual, 24-hour Employee Assistance Programme with rapid-response grief and trauma support. Happiness Heroes in each division helped localise activity and signpost colleagues to services, with a central wellbeing team maintaining common standards.
Manager toolkits and short learning modules addressed empathy, psychological safety and workload. Sports, social activities and recognition created opportunities for connection. Flexible arrangements were also described, with eligibility and formats varying by location and role.
The EAP launched across MENA in 2024, with coverage extending to India and Türkiye in 2025. Roadshows and webinars supported the rollout.
What the entry shows
Alshaya reported more than 3,000 colleagues engaged through roadshows and more than 6,000 attending at least one webinar. Its submission also reported 61% EAP engagement, without fully defining that measure. It should therefore not be read as the proportion receiving counselling or compared directly with differently defined EAP utilisation rates.
The evidence documents reach and engagement with the support system. It does not establish a quantified reduction in mental ill-health.
What others can learn
A common standard of care can coexist with local delivery. Central services provide consistency, while trusted colleagues and managers make them visible in the working day.
The lesson for a multi-site employer is to design both: an accessible support service and a network that helps people understand when and how to use it.
Based on the organisation’s original 2025 mentl awards submission. Figures and observations are those reported in the entry.
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