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Outdoor clothing and equipment retailer Mountain Warehouse has teamed up with industry charity the Retail Trust to expand mental health and wellbeing support for its global workforce. We spoke to Karen Bandoh, people director at the Mountain Group, about why the business is investing in new resources for more than 4,500 colleagues worldwide, from confidential counselling and virtual GP access to wellbeing trend tracking powered by generative AI...
What were the main drivers behind Mountain Warehouse’s decision to partner with the Retail Trust?
At Mountain Warehouse, we love what we do. Retail is incredibly rewarding, but we also know it comes with its fair share of challenges. Partnering with the Retail Trust was about making sure every single one of our 4,500 colleagues, no matter where in the world they work, has the right support to be the best version of themselves at work and in life.
We’re working hard to make sure everyone has a voice, bridging generations, roles, and locations. But the Retail Trust gives us something extra; it helps us see our colleagues as individuals and offer tailored, personal, and meaningful support.
We also wanted to get better at truly listening. Our managers do a fantastic job of keeping us connected, but we wanted to go beyond the usual channels. The insights and data from the Retail Trust will help us understand how our people are really doing, so we can act on it.
Everyone in our 4,500-strong team gets the same access to support and feels confident using it when they need it
A big part of it is the people. I was genuinely inspired by Chris Brook-Carter and his team; their passion for creating happy, healthy retailers is infectious. Partnering with them is the right thing to do for our colleagues and the retail industry as a whole.
How are you planning to roll out and communicate the Retail Trust’s services to a global workforce across multiple time zones?
We’ve taken a staggered approach to make sure we do it properly, launching the Retail Trust in North America, EMEA, and APAC first, and then in the UK and ROI earlier this month. This way, we can focus on each region, answer questions in real time, and make sure the service feels relevant for every colleague, wherever they are.
We’re lucky to have an incredible support network, our store, area, and regional managers are well established, and we’ve created a network of Colleague Support Managers, store managers who are passionate about people and who support driving our core People initiatives. They’re not just messengers; they’re go-to people for advice, encouragement, and practical support.
This combination of local champions, phased launches, and constant communication means everyone in our 4,500-strong team gets the same access to support and feels confident using it when they need it.
How do you plan to use the data from the Retail Trust’s happiness dashboard to inform future wellbeing policies?
When you work with people, the first thing you need to do is listen. Only then can you act in a way that makes a difference. The Retail Trust’s happiness dashboard, alongside other listening initiatives we are introducing, will give us a much clearer picture of how our colleagues are feeling, backed by real data rather than just assumptions.
That insight means we can be far more targeted in what we do, whether that’s offering financial support, creating wellbeing initiatives that match what people care about, or strengthening our focus on mental health. Mental health is a huge priority for us, and our colleagues need to know where to turn for help. The Retail Trust gives them a confidential way to speak to a professional.
Retail is known for its seasonal pressures. How will this partnership support colleagues during high-demand periods like the winter season?
Seasonal pressures are a part of retail life, and the Retail Trust understands that better than anyone. They’ve done an incredible job analysing these patterns across different demographics, and that insight made us feel they were the perfect partner to help our colleagues navigate the busiest times of the year.
We can help our people keep the spotlight on their wellbeing and happiness, even when work gets intense
By working with them and tapping into their campaigns, we can help our people keep the spotlight on their wellbeing and happiness, even when work gets intense. That means reminding them not to over-stretch themselves, to make time for rest, to avoid financial strain, and to find balance when family and work demands are competing.
How does this fit into your overall approach to attracting and retaining talent?
We want both our colleagues and our applicants to know that we’re serious about creating real career opportunities worth pursuing. The Retail Trust will be the backbone of our health and wellbeing offering, supporting every colleague, whether they’re on the shop floor or behind the scenes, from day one, and extending that support to their families. That’s a big part of making people feel welcome and part of something bigger from the moment they join.
And we’re only getting started, we’re looking at the whole colleague journey, end to end. Yes, we’ve got the 50% discount, generous uniform allowance, and store bonuses, free counselling and financial support, but together with the Retail Trust, our Learning & Development team will be giving managers training to support their teams better and lead inclusively.
Our People Strategy is founded on being a standout employer, one that is recognised as making a difference, looking after our colleagues, and providing meaningful and fulfilling career opportunities all within a global, profitable, and sustainable business.
