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Creating genuine moments of connection goes far beyond welcoming someone to a company; it’s about welcoming them into a community, says Lynette Yong, Director – Human Resources Asia Pacific & Global Travel Retail.
Clarins’ employee onboarding initiative began with a simple but heartfelt question: how can we make every new hire’s first experience truly memorable? The team wanted onboarding to be more than just a process; it had to be one that becomes a meaningful “moment of truth” that reflects the brand’s values of respect, authenticity, cooperation, audacity, and passion.
With that in mind, the team redesigned the experience from the ground up. New joiners are now greeted with a warm, personal welcome and a thoughtfully curated goodie bag of Clarins products, along with a copy of the company's founder, Jacques Courtin’s A Beautiful Success, waiting on their desk — a small gesture to invite them into the brand’s adventure. Their first week unfolds through a comprehensive five-day culture and product immersion, paired with personalised 1:1 sessions with key leaders.
The response has been immediate and heartfelt, with smiles, engagement, and energy from new hires.
That same spirit of caring for people from day one naturally extended beyond onboarding, culminating in Clarins’ gold win for 'Excellence in CSR Strategy' at the HR Excellence Awards 2025, Singapore.
In this interview, Lynette Yong, Director – Human Resources Asia Pacific & Global Travel Retail, Clarins, reflects on the early challenges of rolling out a consistent onboarding experience, and how co-creating the onboarding experience managers and talent partners sparked a culture shift that became the key to success.
Q Tell us about one of your inspiring HR initiatives – what sparked the idea, and how did you know it was the right path to take?
Our employee onboarding initiative was born from a simple question: how can we make every new hire’s first experience truly memorable? We wanted onboarding to be more than a process — it had to be a meaningful “moment of truth” that reflects our culture of respect, authenticity, cooperation, audacity and passion.
We redesigned the experience from day one, with a warm personal welcome, a thoughtfully curated goodie bag filled with Clarins products, and a book by our founder Jacques Courtin “A Beautiful Success” – to inspire them with the fabulous adventure of Clarins, waiting at their desk. New hires go through a comprehensive five-day culture and product immersion, plus curated 1:1 sessions with key leaders. The immediate smiles, engagement, and energy we saw affirmed that this was the right direction — one that connects hearts before systems.
Q Every journey has its ups and downs – can you share a challenge your team faced and how you worked through it together?
One of our early challenges was achieving consistency across different functions and locations. While the intent was clear, the execution varied depending on each manager’s bandwidth and approach. Rather than mandating a rigid playbook, we co-created the experience with our business leaders and talent acquisition partners.
We shared stories of what worked, gathered feedback from new hires, and refined the process together. This collaborative approach turned onboarding from an HR-led initiative into a company-wide ownership. The turning point came when managers began saying, “I look forward to onboarding my new joiners” — that’s when we knew the culture shift had begun.
Q What impact has this initiative had on your organisation so far, and what do you hope it inspires in the wider HR community?
The impact has been deeply rewarding. New hires now describe their onboarding as “personal,” “energising,” and “purposeful.” We’ve seen stronger early engagement, faster cultural assimilation, and improved retention among first-year employees.
Beyond metrics, it’s changed how we think about employee experience — every touchpoint, from recruitment to day one, now reflects intentional care.
I hope our story inspires other HR teams to see onboarding not as an administrative process, but as a defining cultural experience. When you create genuine moments of connection, you don’t just welcome someone to a company — you welcome them into a community.
Q Looking back, is there a moment, person, or value that kept you and your team motivated throughout the journey?
"The value that guided us was authenticity — simple, human, and powerful."
I remember watching a new hire’s eyes light up when they found a handwritten note from their manager on their first day. That small act spoke volumes about who we are as an organisation. Those moments reminded us that culture is lived, not announced.
Our HR and TA teams poured heart and creativity into every detail, and the genuine appreciation we received kept us motivated. We learned that when you lead with authenticity, the impact ripples far beyond onboarding — it shapes the way people feel, work, and belong.
Q If you could offer one golden nugget of wisdom to HR professionals aiming for excellence, what would it be?
Make culture tangible from day one. The first experience an employee has is the purest reflection of your organisation’s values. Don’t underestimate the power of small gestures — a personal greeting, a thoughtful welcome, a meaningful conversation. They speak louder than any slide deck or handbook.
Excellence in HR starts with authenticity and ends with action. Design experiences that say, “You matter, and we’re glad you’re here.” Because when people feel that from the start, engagement and performance naturally follow. Great onboarding isn’t a programme — it’s the beginning of a lasting relationship.
Read more interviews on why organisations have won trophies for their HR practices - head over to our Winning Secrets section!
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