Role of Line Manager and Leaders in Employees’ Development and Retention of Talented Workforce at Marks and Spencer

This research examines the role of line managers and leaders in employee’s development and retention of talent within a workplace of Marks and Spencer. It discusses the challenges faced by the company while implementing talent retention strategies. The research aims to help companies improve their performance, increase productivity, improve work quality, increase employee satisfaction and customer experience with the help of employee retention and development.

Unit Number and Title Unit 11 – Research Project
Project Title Portfolio Including Project Proposal & Ethics Form (Part 1)
Project Report (Part 2)

Role of line manager and
leaders in employees’
development and retention of
talented workforce

Table of Contents
Table of Contents.............................................................................................................................3
Topic of the research - Role of line manager and leaders in employee’s development and
retention of talent within a workplace of Marks and Spencer.........................................................4
Chapter One: Introduction...............................................................................................................4
1.1 Research Aim and Rationale.................................................................................................4
1.2 Research Questions................................................................................................................4
1.3 Research Objectives...............................................................................................................5
1.4 Significance of the Research.................................................................................................5
Chapter Two: Literature Review.....................................................................................................8
2.1 Introduction of Literature Review.........................................................................................8
2.2 Main Body (with Headings and Sub-headings).....................................................................8
2.3 Conclusion of Literature Review.........................................................................................11
Chapter Three: Methodology.........................................................................................................12
Research Onion..........................................................................................................................12
Chapter Four: Findings (Data Analysis and Presentation)............................................................17
Chapter Five: Discussion (Data Interpretation).............................................................................23
Chapter Six: Conclusion, Recommendations and Implications for Further Research..................24
REFERENCES..............................................................................................................................26

Topic of the research - Role of line manager and leaders in employee’s
development and retention of talent within a workplace of Marks and
Spencer.

Chapter One: Introduction
Employee retentions are used to makes employees satisfied so they stay with the organisation for
longer duration. They are loyal towards the organisation and contribute effectively. Line
manager and leaders are responsible for ensuring that the employees are self-satisfied with their
work as well as share a good rapport amongst themselves in effective manner (Adegoke, 2019).
This promotes the effective health and success of the organisation in better manner. It is
important for line manager and leader to provide effective working environment to the
employees so, they conduct their work in more efficient and effective manner. For this research
selected company is Marks and Spencer which is multinational retailer company and its
headquarters is located in London, England, UK. It is established in 1884 by Michael Marks and
Thomas Spencer. Its specialises in selling home and food products as well as clothing.
1.1 Research Aim and Rationale
Aim: “To determine the role of line managers and leaders in talent development and retention
within a workplace:” A study on Marks and spencer.
1.2 Research Question
Research Question
 What is the conceptual framework of talent development and retention and explain the
roles played by line managers and leaders to retain talented employees along with the
challenges faced by them while implementing retention strategies?
1.3 Research Objectives
 To develop basic understanding regarding the talent development and retention.
 To determine the role of line managers and leaders in talent development and retention
within Marks and Spencer
 To examine the challenges that would be Marks and spencer while implementing talent
retention strategies

1.4 Significance of the Research
The research topic “Role of line manager and leaders in employee’s development and retention
within a workplace of Marks and Spencer is talked about the basic understanding regarding the
talent development and retention within an organization along with the role of line managers and
leaders in talent development and retention within a workplace. It further talked about the
challenges that would be faced by Marks and Spencer while implementing talent retention
strategies. This research is beneficial in understanding how the employee development and
retention for an organization (Agarwal, 2021). The cost of employee turnover is incredibly high
that impact company's operational costs, revenue, culture, productivity and customer
experiences. Employee retention offers opportunities to improve company performance in
effective manner. Employee retention and development make line manager and leader to focus
on retaining more experienced employees because they have an ability to solve complex issues
and provide benefits to the organization in effective manner (Al‐Ghazali and Afsar, 2021). The
main aim of this research to help companies to improve their performance, increase their
productivity, improve their work quality, increase employee satisfaction and customer
experience with the help of employee retention and development in effective manner.
Gantt chart

Chapter Two: Literature Review
2.1 Introduction of Literature Review
Literature review mainly refers as the most essential area of an investigation as it is imperative in
developing descriptive evaluation with the assistance of in-depth analysis over a specified area
of study. Therefore, this section is mainly effective in developing detailed theoretical
information in respect to enhancing understanding in regards to the area of determining the
significance of talent management in enhancing the operations of the business (Araslı and Arıcı,
2019). This section of research is mainly based on secondary sources of information like books,
journals, articles and so on. Therefore, this aspect of investigation supports the entire evaluation
in developing the theoretical perspective about the study area.
2.2 Main Body (with Headings and Sub-headings)
To determine the role of line managers and leaders in talent development and retention
within Marks and Spencer
According to the view point of Eliza Paul, a line manager and leader is responsible to get
work done within an organization and at the same time, they play a crucial role in talent
development and retention. In case of Marks and Spencer, the line managers of company follow
various talent development and retention strategy through which they can reduce employee
turnover within the organization (Brewer, and Davey, 2021). The roles and responsibilities of
line manager and leaders in talent development and retention are discussed beneath:
 Performance management and appraisal- A manager and leader of an organization is
responsible to track the performance of their employees which will be helpful in
improving their performance standards (Eliza Paul, 2019). In case of Marks and Spencer,
the leaders of the company focuses on performance management and appraisal which
assist them in boosting employee interest and in encouraging employees to actively take
part in meeting the targets. The appraisals of employee participation for their valuable
performance is the major driver for boosting employee motivation, job satisfaction level.
 Support learning and development- Line managers and leaders of Marks and Spencer
play a crucial role in offering training and development opportunities which helps the
company in developing skills an competencies of their workforce through which their
morale can be boosted which will increase their attention in the company and will reduce

employee turnover. The company offers training and development opportunities which
assist the leaders and managers of the company to improve knowledge and enhance
competencies of employees through which they can build a stronger workforce.
 Motivation- The role of leaders and managers of Marks and Spencer is to motivate their
employees which will support them in building confidence and will boost their morale
through which they can effectively and willingly take part in managerial activities
through which they can meet corporate goal (Chakraborty and Biswas, 2020).
Talent management model
Talent management model is a the process of recruiting and retaining talented personnels
within the organization. The talent management strategy is helpful in meeting the organizational
objectives and enhance the organizational performance. The talent management model which is
followed by Marks and Spencer is discussed beneath:
Planning- This stage helps the organization in aligning the talent management model
with the organisational objectives. In consideration with Marks and Spencer, the company will
be engaging in correct planning through which they can seek talent and assess current
employees. On this stage, the company will be focusing on planning strategies through which
they can motivate their workforce.
Attracting- In this stage, the management of Marks and Spencer will focus on attracting
new and fresh talents for creating a strong workforce through which the company can enhance
their performance and productivity. In this stage, M&S will be focusing on banding the company
through which thy can increase their visibility and met the targets.
Developing- In this stage, Marks and Spencer will be focusing on employee development
plan and on offering required training and development opportunities through which thy can
enhance the skills and competencies of their employees which will also assist the brand in
meeting customer expectation. Such development opportunities are helpful in facing new
challenges and maintaining the competitive position within the industry.
Retaining- In this stage, Marks and Spencer will be focusing on retaining their
employees by offering them bonuses, promotions and additional benefits. The company focuses
on maintaining positive organizational culture and implementing effective remuneration strategy
through which they can retain their talented personnels with the company and meet their targets.

Transitioning- In this stage, Marks and Spencer will be focusing on succession planning,
internal mobility, retirement plans, knowledge management and exit interviews through which
they can ensure smooth transition of employees form the organization which will also enhance
the brand image and position of the company within the industry.
To examine the challenges that would be Marks and Spencer while implementing talent
retention strategies
According to the view point of Merin, “In case of Marks and Spencer, some of the
challenges which have been faced by the company are addressed below:
 Lack of employee engagement- Due to lack of employee engagement, this creates a
challenge for Marks and Spencer in retaining their employees. Due to lack of
employee participation in business activities, this creates a barrier for companies to
create n connection with their employees which affects their skills and interstate
within the organisation. Such challenges faced by Marks and Spencer creates a barrier
for the fashion company to retain their talented workforce.
 Unfair wages and salary- One of the major reason for incline in employee turnover
is due to unfair wages and salary which affects employee interest and participation
within the company. In case of Marks and Spencer, due to offering unfair wages and
salary, this affects the ability of an organization to retain their employees within the

organization and such challenges affects the goodwill and profitability of the
organization.
 Lack of appreciation- Due to lack of appreciation, this affects the interest of
employees. In case of Marks and Spencer, lack of appreciation is one of the factor
which is responsible to create an impact on the interest and willingness of employee
(Chaudhary, 2019). Therefore, this challenge is responsible to increase employee
turnover and leads to failure of company in retaining their employees.
 Changing workforce- According to the opinion of Justin Warner, the change in
organizational culture, this can create a huge impact on the performance of employees
which can also frustrate them and end up in leaving jobs (Justin Warner, 2020). This
has been challenging for Marks and Spencer, as due to change in workforce
employees are facing various issues which is creating a barrier in retaining employees
within the organization.
2.3 Conclusion of Literature Review
From the above literature reviews, it is concluded that talent retention is the strategy which must
be used within organisations for motivating employees through which an organisation can
increase employee engagement, boost their performance and increase retention for employees
within the organization (Cloutman and Jenkins, 2019). There are various purposes which is
responsible for an organization to face challenge while implementing an employee retention
strategy” (Merin, 2021). In context of Marks and Spencer, talent management strategies make
companies face various challenges and this has been responsible for the fashion brand in facing
complex scenarios through which they are not able to meet targets in timely manner.

Chapter Three: Methodology
Research Onion
(Saunders Research onion, 2020)
(Source: Research framework)

3.1 Research Approach
•Research Approach- Deductive
Various kind of approaches are follow in most of the booming research which are suitable and
effective for research development (Czopek and Kazusek, 2021). The main role of research
management is to identify the most effective research approaches that help in achieving research
goals and objectives. Researcher can effectively complete its research within a set period of time
with the help of selected relevant approach.
3.2 Research Strategy
•Research Strategy- Survey
For conducting the research in clear and effective manner, it is crucial for a researcher to
select feasible research strategy (Sobocka-Szczapa, 2021). The following research survey is
mainly conducted for achieving better outcomes as well as gain essential and effective
information of certain subject matter. In research, research strategy plays an important role that
assist researcher to develop major planning framework related to the research.
3.3 Research Methodology
Research methodology is an effective approach that help researcher to collect most fine
information associated with particular topic. It is important for the researcher to make their focus
on research along with the effective responsibility for achieving fruitful results. Applications of
developing a research is included with research methodology along with their key findings
(ELLIS, 2018). For conducting a research ethically, selection of better methodology is essential
for the researcher. The research methodology consists various aspects that are beneficial for the
researcher to conduct research of a particular topic are described below:
•Research Philosophy-Positivism
The collection of effectual tools and techniques of research are some basic concept related to this
concept. In the following research, researcher collect authentic data that help in developing the
positive approach from this research (Zlotskaya, 2021). Different approaches and guidelines are
included in research philosophy that are selected by the researcher in order to conduct their
research in effective manner.
3.4 Research Tools

•Time Horizon- Cross Sectional
Time management is an effective approach for the development of research that assist in
completing the research within a period of time. In case of this research, cross-sectional approach
is used which is supported by time management for leading the research dimensions in effective
manner.
•Research Choice-
It considered most effective option that help in enhancing the competitive advantage of a
research. For this approach, different techniques are evaluated by researcher that are also
important for the development of research choice (Garcia-Dia, 2021).
•Data Collection- The researcher use data collection method in order to create their research
more valuable and effective. Researcher follows data research techniques that helps in
developing the systematic approach for the research development in effective manner.
3.5 Sampling;
For this report, selected sample size is 40 that represents employees of Marks and
Spencer’s.
The sample size selected in this report is 40 who are the employees of marks and spencer. In this
random probability sampling method is used.
•Sampling- Sampling process includes set of different sources that are helpful in development
of the data associated with their research. In order to analyse given information briefly, sampling
techniques are considered beneficial for the researcher.
QUESTIONS FREQUENCIES
Q1. Do you have any knowledge about talent management? Frequency
a) Yes 36
b) No 4
Q2. Do you think line managers play an essential role in talent
management?
Frequency
a) Yes 30
b) No 10

Q3. Do you think line managers have to develop strong strategies
for talent management?
Frequency
a) Yes 40
b) No 0
Q4. Do you think talent management strategies help in
developing competitive advantage?
Frequency
a) Yes 35
b) No 5
Q5. According to you, which is the best way to hire talented
employees in M&S?
Frequency
a) Group Discussions and Interviews 25
b) Ability Tests 5
c) Promotions 10
Q6. According to you, retaining employees and hiring them can
help in M&S’s growth?
Frequency
a) Yes 30
b) No 10
Q7. Out of the following, M&S is involved in which type of
training for employees?
Frequency
a) On the job trainings 20
b) Off the job trainings 20
Q8. According to you, which of the following is major challenge
of talent management?
Frequency
a) Lack of cooperation of employees 28
b) Lack of employees engagement 12
Q9. Out of the following, which strategy should be improved in
M&S for talent management strategies?
Frequency
a) Performance appraisals 25
b) Employee motivation 15

Q10. Recommend some talent management strategies adopted by
line managers of M&S?
Frequency

Chapter Four: Findings (Data Analysis and Presentation)
Q1. Do you have any knowledge about talent management? Frequency
a) Yes 36
b) No 4
Interpretation – It is clear from the above pie chart that out of 40 respondents, there are 36
people who have knowledge about the concept of talent management (Gliszczyńska, 2018).
There are only 4 individuals who are not having information about the concept of talent
management. This clarifies that talent management is an important part of an organization
helping in improving an organization’s employee quality.
Q2. Do you think line managers play an essential role in talent
management?
Frequency
a) Yes 30
b) No 10

Interpretation – As per the above pie chart, it is concluded that line managers have an essential
role within the management of employees of M&S. 30 employees out of 40 believe that line
managers have to focus a lot upon enhancing talent management strategies within a company
(Irabor and Okolie, 2019). This makes strategies developed which is based upon managing
things in more effective manner.
Q3. Do you think line managers have to develop strong strategies
for talent management?
Frequency
a) yes 35
b) No 5
30
10
a) Yes
b) No

Interpretation – from the above pie chart, it is clear that line managers have to develop strong
strategies in order to have effective talent management. Moreover, there are no respondents who
think opposite. The above discussion shows that strong strategies makes better development
achieved.
Q4. Do you think talent management strategies help in
developing competitive advantage?
Frequency
a) Yes 35
b) No 5

Interpretation – It is clear from the above pie chart that talent management strategies helps in
increasing competitive advantage. Out of 40 respondents, it is clear that 35 employees think that
talent management strategies help to develop competitive advantage. In this pie chart it has been
marked out that positive approach is developed within competitive edge.
Q5. According to you, which is the best way to hire talented
employees in M&S?
Frequency
a) Group Discussions and Interviews 25
b) Ability Tests 5
c) Promotions 10
35
5
a) Yes
b) No
25 5
10
a) Group Discussions and
Interviews
b) Ability Tests
c) Promotions

Interpretation – There are different ways to hire talented employees within M&S including
Group Discussions and Interviews, Ability Tests and Promotions. Majority of the respondents
i.e. 25 think that group discussions will help to manage hiring of talented employees. This makes
respondent developed decision over various aspects making talent management used more
effectivey.
Q6. According to you, retaining employees and hiring them can
help in M&S’s growth?
Frequency
a) Yes 30
b) No 10
Interpretation – As per the above pie chart it is clear that retaining employees is helpful for
growth and development of M&S. Out of 40 respondents, it is clear that 30 employees think
talent retention is very important for company’s growth. This makes growth and development
possible within an organization with the help of talent management.
30
10
a) Yes
b) No

Q7. Out of the following, M&S is involved in which type of
training for employees?
Frequency
a) On the job trainings 20
b) Off the job trainings 20
Interpretation – It is clear from the above pie chart that there are two types of training provided
in M&S including on the job and off the job training (Liu and Cai, 2018). Out of 40 respondents,
40 employees each think that both the trainings are helpful for increasing employee motivation
and encouragement. Through this employment gets motivated which make development done in
more effective way of employees.
Q8. According to you, which of the following is major challenge
of talent management?
Frequency
a) Lack of cooperation of employees 28
b) Lack of employees engagement 12
20 20 a) On the job trainings
b) Off the job trainings

Interpretation – As per the above pie chart, it is clear that there are several challenges faced due
to talent management including lack of cooperation and lack of employee engagement. Out of 40
respondents, there are 28 people who think that lack of cooperation is the main challenge for
talent management. On the other hand, lack of employee engagement is the main challenge of
talent management. In this major challenges in relation over employees has been solved with
more effective way.
Q9. Out of the following, which strategy should be improved in
M&S for talent management strategies?
Frequency
a) Performance appraisals 25
b) Employee motivation 15
28
12
a) Lack of cooperation of
employees
b) Lack of employees
engagement

Interpretation – From the above discussion, it is clear that there are different talent management
strategies that must be improvised for managing competitive advantage (Murillo and King,
2019). There are two ways which can be focused upon including employee motivation and
performance appraisal. Out of 40 respondents, there are 25 people who think that there is need to
improvise performance appraisal. On the other hand, 15 employees think that there is
requirement of increasing employee motivation. In this motivational aspects has been covered
present within employees.
25
15 a) Performance
appraisals
b) Employee
motivation

Chapter Five: Discussion (Data Interpretation)
The talent management practices are helpful in enhancing the employee and overall
organizational performance through which companies can maintain their competitive position
within the industry. As per the view point of author, talent development is an essential practice
which assist the companies, such as- Marks and Spencer in encouraging their employees,
borrowing their performance standards, expanding their area of interest and increase employee
engagement which will be helpful in creating a positive and healthy organizational culture
through which targets can be effectively met (Opute, 2020). As per the view point of Marc
Holliday, “Employee retention is the practice of an organization through which they can reduce
employee turnover by encouraging them which will enhance employee and company
performance and supports in ensuring business success” (Marc Holliday, 2021). By following
the practice of employee retention, this will assist Marks and Spencer in reducing cost,
increasing productivity, offer customer experience, boost morale of employees and supports the
fashion brand in meeting satisfaction level of employees (Shah, 2019). There are various models
and approaches of employee retention which can be followed by companies, some of the models
are- The Hierarchy of needs, Motivation- Hygiene Theory, Human Motivation theory, Job
characteristics model and more.

Chapter Six: Conclusion, Recommendations and Implications for Further
Research
Conclusion
From the above discussion conducted and the information collected from the research and
survey, it is concluded that the respondents who had supported the survey about the role of line
manager and leaders in employee’s development and talent retention within the workplace that
makes organisation productive in order to improve their performance effectively. Employee
retention and development ensure cost reduction in the company because finding and recruiting
new talent, company needs to spend on advertising, interviewing, screening, training and
management. Successful employee retention and development leads to employee morale, enable
greater engagement and connectedness as well as create transmission of positive emotions in the
working area (Shahani, 2020).
Implications for further research
The implication for further research in the project of role of line manager and leaders in
employee's development and talent retention within a workplace of an organisation required
many time or cost in order to conduct it in effective manner. Many strategies have been analysed
which can be used for employee’s retentions and developments in order to help organisation for
enhance customer experience and employee satisfaction in effective manner. It saves a company
from productivity losses in order to make effective customer relationships as well as earn more
profit in effective manner. Retained employee are aligned with their organisational culture as
well as strengthen the organisational ethos and environment in effective manner. It helps in
making the employees' experience positive that can boost in long term engagement and effective
satisfaction with an organisation.
Recommendation
From the above conducted discussion, it is recommended that role of line manager and
leaders are crucial for the organisation in order to manage employee's retention and development
in effective manner. The line managers and leaders can save time because hiring a new and right
candidate consume more time instead in retentions. It is recommended to the organisation to save
time and cost by developing employee retention because hiring an individual and make them
ready to work in an organisational culture take many cost and time, which can be get waste if

they leave the job. High retained employee are working with the organisation for long term as
well as they are much familiar with the company's guidelines and policies and they can adjust
with the working environment of the organisation in effective manner.
Reflection
I have completed this research on the topic of talent management. I have collected both primary
and secondary data for completing this research project. I have also used my research skills to
complete the work effectively. There are many people whom I have taken help from to complete
the research work. It is also seen that there are various skills which are improved within me for
completing the project. In order to manage all employees with utmost responsibility, I started to
focus upon talent management strategies and ways. I have used my good communication skills
for completing the research work. This project has enhanced my research skills and helped me to
complete talent management research. This research is conducted on the topic - Talent
development and it is the method of capitalizing strengths and abilities of employees which will
support them in strengthening their skills, overcoming their shortcomings and to improve their
performance by boosting their motivation level. This research has helped me to develop my
communication skills in efficient manner. Other research skills including data collection,
literature review, data analysis, research skills, time management, etc. I have been trying to
manage the completion of this research by evaluating aims and objectives properly. There were
some issues which I had to manage while working on this research. I do not know how to create
Gantt chart. This created problem for me to complete the project. This research helped me to
understand the concept of talent management and how it affects any company’s performance and
growth. I think for a researcher, it is very important to control and monitor all project activities
so that research is completed within time. I have concluded from this research that talent
management is the most essential factor that is related to a company’s growth and effectiveness.
Research approach helps to manage the attainment of research project objectives effectively. It is
my priority to focus upon research ethics and values while working on the project. I also learned
talent management which are important for me to manage large number of workforce if I will
work in an organisation in future. I will also develop several upcoming projects with the help of
my learnings. The development of skills in a systematic manner is the most crucial task of the
supervisor.

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