There’s more to retail tech than websites and tills

There’s more to retail tech than websites and tills

Written by Luke Thompson

So, I did think about making this a really professional first step into writing for the Dunelm blog but, then I had to think about my past couple of years working in technology and find myself in the position of this fellow.

Over my time with Dunelm, I have found myself representing the brand at a number of career fairs and external events. Often next to much bigger technology names in retail and other sectors. All the time pondering ‘the big sell’ as to why retail tech is so awesome? and convincing others that their tech career would be built on great foundations within a retailer. The first thing that inevitably came to mind was the persons past recollection of their local Dunelm Mill.

As this article was written around Christmas time it’s easy to think that online retail is like the north pole, with Santa and a trained bunch of elves making things for customers’ homes. It could not be further different. Technology is part of everyone’s role at dunelm. Our technology & product teams are behind the changes and advancements in those systems, tools, devices and the processes that make it all happen.

So, what on earth would lead a graduate with a computing background to work for the #1 homewares retailer in the UK. I will admit, it’s not exactly the first choice when you go to a career’s fair but under the (Duvet) covers there is more to be seen.

Retail Innovation Players

Amazon has dominated the retail innovation sector in the media, along with Ocado and the big supermarkets. Compounded by shopping habits changing thanks to some worldwide virus (don't worry I'm not delusional, I just want to keep on track). That being said, it does not mean that innovation does not happen. Dunelm are the largest European user of serverless technologies and have over 175+ stores with upwards of 10 selling and payment capable devices in each. Those alone won’t keep the #1 homewares retailer ticking…

So what else is there?

To sell stuff you need, well, stuff!

Warehouse management, system guided picking, oh and brand-new specialist facilities to kit out. Keeping our website and our stores full to the brim requires huge collaboration and systems to match. Our international and national supply chain simply would not function like it does without the tech behind it.

When you sell that stuff, it needs to get to customers!

Pick pack and dispatch, simple right? Home delivery via partner couriers, click & collect via our stores & warehouses, not forgetting our own 2-person delivery service. All the colleagues behind your order arriving at your chosen location use IT systems, carry and use mobile devices to make it all happen.

We even had a go at shipping items to customers from our locals stores via courier networks. It's great to try new things.

You need to help customers who have queries about the stuff

That might be by providing timely tracking information, keeping them up to date on the progress of their stuff. Or helping them return the stuff and resolve issues. From the incredibly early days of a handful of colleagues in a room we have grown to being able to service calls, e-mails, social, live chat and now customers can serve their own queries.

What about making your own stuff?

We do that too, and our manufacturing centre has a huge system that might look like a train set to prove it. Moving customers made to measure materials between skilled operators to reach the finish the customer ordered. With a consultant in a store, on our website or over a virtual call.

Surely that's it right?

Probably not, and I did not even get the time to mention all the other things that goes into running a business: design, finance, data, sorry if I missed you out!

What about the future?

Depends on where you get your inspiration as to what the future holds for this sector. I often look to east Asian markets for inspiration on what the next cool experience might be for our customers, Alibaba is always one to watch, but also closer to home in areas where you might not expect like the automotive and manufacturing sector.

To quote an old saying “don't judge a book by its cover”

There is far more to retail than just selling stuff. It is a driver for innovation, change and is certainly going to keep us busy over the coming years.

If you feel like Dunelm might be the place for you, then why not reach out to one of our fantastic recruitment team, or head to our career’s website. Dunelm Careers