Personality is as important as skillset when building a team says Kristine Kirby, ecommerce director at Hackett.
Speaking at today’s Drapers Digital Forum, Kirby said that in order to build a successful team, individuals need to click both skill-wise and personality-wise.
She said “You have to hire for both. I would rather have the person with the right personality who I can teach the right skills.”
Kirby said recruitment should focus on the needs of the business in the short term, with the team evolving and developing skills over time as the site evolves.
She said “A multi-skilled team is essential; you need people to be able to do several things at once.”
When discussing multichannel Kirby said the team should be aware that there is only one channel – “the customer channel”.
“What do I need to do to ensure an amazing customer experience - no matter where it happens,” she added. “Today content is everyone’s job. All of us are the brand, we live the brand, customer service is everyone’s job”.