A year later: From roundtable reflections to retail reality with Jess Young, Store Manager at Morrisons

Header photo credit: Wm Morrison Supermarkets Limited.

In April 2024, leaders across the grocery sector came together to explore how people and technology would shape the future of retail. Among them was Jess Young, then newly appointed as a Store Manager at Morrisons. One year later, Jess reflects on how the industry conversation has evolved—and how her own journey has progressed in parallel.

 

Reflecting on the roundtable

The Grocery Gazette roundtable (sponsored by Flooid), “People and Technology: The Future of Retail”, explored how UK grocery leaders are navigating an era defined by rapid technological advancement and evolving workforce expectations. It highlighted the growing importance of investing in people-centric strategies alongside tech innovation.

Topics discussed included the critical role of store-level colleagues, the need for flexible working conditions, and the potential of AI, automation, and data analytics to enhance customer experience and operational efficiency. The consensus among participants was clear: success in modern retail requires balancing technological progress with genuine investment in people and culture.

“The roundtable was a brilliant experience—something I’d never done externally before,” Jess said.

“To be surrounded by senior industry leaders and realise we were all tackling similar challenges, it was really reassuring. The opportunity to learn from others outside of my own organisation was invaluable.”

From graduate to Store Manager

Jess’s journey into retail leadership began in 2020 on Morrisons’ People Graduate Scheme, following her BSc in Sociology from Loughborough University. Throughout the two years, she gained experience across retail, manufacturing and head office HR roles before entering the Store Manager Pathway.

“It was daunting going operational for the first time,” she recalled, “but the training and support were brilliant.”

After a training placement in Bradford’s largest store, she took on her own store in Wakefield, then moved to a larger location in Leeds.

“Once you’ve done retail and felt the buzz, it’s hard to replicate,” she said.

Tackling today’s challenges

Now leading a busy Leeds store, Jess sees firsthand the pressures facing retail.

“Shrink and loss remain major challenges—particularly with the ongoing cost-of-living crisis,” she explained.

Waste, markdowns, and maintaining food safety standards are constant concerns, and people-related costs—such as training, absence and capability—remain critical.

“You need to balance operational control with the human side of management.”

 

Tech, trends and transformation

Jess sees tech continuing to reshape the shop floor. From QR codes and headset communication to remotely controlled spirit cabinets designed to reduce theft, innovation is driving both security and service.

“We have to be more productive and efficient to match rising labour costs while still delivering what customers expect,” she said.

“Multiskilling colleagues is a big part of that.”

 

On leadership and what’s next

Jess describes her management style as open, fair, and focused on people.

“You’ve got to listen—your team and your customers will usually guide you in the right direction,” she said.

“Retail is tough, so creating a positive atmosphere is vital.”