Founded in 2008 in Singapore, TWG Tea offers more than 800 teas sourced from 46 tea producing regions around the world and incorporates a boutique and tea salon concept. TWG Tea has expanded exponentially since its founding 10 years ago, and now has 66 locations in 17 countries and a total of 3,000 employees globally.
Workplace Policies and Practices
TWG Tea is committed to providing equal opportunities to every employee with the aim to develop their individual potential in their respective roles, as well as to job seekers who are interested to join the company. “Promotion from within” is often practiced as it has proven to be one of the most effective approaches to finding a perfect fit for each job. Outstanding employees are recognised and rewarded for their contributions and are offered opportunities for growth.
A professional code of conduct is emphasized to every employee in the company, through our luxury behaviours, created to be an acronym of our brand name: Thoughtful, Willing and Graceful (TWG). These values are an integral part of our company culture, and every employee is expected to uphold these values while performing their job and even in their interactions with their superiors, colleagues, subordinates.
Employees are required to abide by TWG Tea dress codes and grooming guidelines, and are given clear and precise instructions at the commencement of their employment. Stringent hygiene and sanitation standards are practiced and enforced. Good manufacturing practices are carefully implemented in our HACCP certified production facilities to ensure food safety requirements are complied with at all times.
At TWG Tea, workplace safety and health is an important aspect. Work processes are carefully designed, and risk assessments are conducted for the production facilities to minimize risks of injury to the employees while performing their job.
- A vast array of positions within the company
A variety of Leave Policies are created to cater to employees’ needs as well as enable the company to continue to function efficiently at all levels. A thorough structure of leave policies have been developed to include annual leave, medical /hospitalization leave, childcare leave, maternity & paternity leave, compassionate leave, and marital leave. An incremental annual leave scheme was rolled out in 2019 to offer enhanced leave benefits to all employees in recognition of their service and contribution to the Company, and to provide better work-life balance.
- Personal Protection
Dental and Healthcare insurance for both locals and expat employees was developed. Employees have the option to add on or top up to get additional coverage for themselves or their families.
Front line staff benefit from Discount Privileges offered by malls and department stores where they work and all staff of the company benefit from a generous discount on TWG Tea products.
Every TWG Tea Salon & Boutique is given pre-defined Sales Targets for seasonal occasions such as Mid-Autumn Festival and Christmas. If the target is achieved, the teams are rewarded with a special bonus or a team dinner.
- Annual Dinner
Company Annual Dinner as an event to celebrate the achievement of the Brand and employees for their efforts and dedication towards building the success of the Brand.
- An Annual & Performance Bonus is awarded to employees for their effort and contribution.
- Training Programs
Every TWG Tea employee is offered customized Training Programs and workshops – TWG Tea Brand Experience Workshop and Tea Experience Workshop in our very own TWG Tea Institute, a state-of-the-art training facility to learn about tea, luxury retail, fine-dining service and tea connoisseurship and to allow employees opportunities for growth and advancement within the company.
Having won numerous accolades for its branding and design, TWG Tea is the foremost reference in the luxury tea industry. To capitalize on this valuable commercial asset, the management team decided to develop a series of new HR initiatives in 2015.
TWG Tea Digital Platforms
In addition to launching the first global m-commerce application ever developed by a tea company on Android and IOS, TWG Tea created a state-of-the-art responsive website conceived to mirror the exceptional TWG Tea Salon & Boutique experience, with career pages and brand information to encourage job applications from individuals with a particular passion for tea and the brand.
In line with the brand’s 10th Anniversary in 2018, TWG Tea launched an ultra-modern global omni-channel eCommerce website and by-invitation-only membership programme. Offering personalised services and a whole host of tea-related rewards and benefits, the “MyTWG” membership programme provides staff with detailed customer’s interactions both offline and online, encouraging staff to forge stronger relationships with privileged guests through the help of technology.
TWG Tea Book
TWG Tea published a new edition of the 4-colour book in 2015 to include brand values and essential information about TWG Teas and products as well as to share the inspirational brand story with employees and customers alike.
Employee Welcome Pack
A new Employee Welcome Pack was designed to include all relevant employee documentation to outline each new employee’s trajectory and to accompany them throughout their career at TWG Tea.
TWG Tea Institute
A state-of-the-art training facility was designed to incorporate a simulated Tea Salon, Tea Boutique, Tea Counter, and Classroom, all fully equipped to showcase presentations and conduct video workshops with overseas participants. The TWG Tea Institute represents a fully branded employee experience providing staff from all levels a deep understanding of the value of the brand they work for.
Brand Experience Workshop
To give employees vertical and horizontal opportunities to grow their understanding of the tea, luxury retail and fine dining industries, TWG Tea wrote and implemented bespoke workshops, designed exclusively by TWG Tea to ensure retention of key luxury behaviours, sales, service and tea connoisseurship. The TWG Tea Brand Experience Workshop is the cornerstones of this program and forms the foundation of a whole host of learning & development workshops which make up the TWG Tea Institute Learning Curriculum.
The TWG Tea brand values were defined and added to every new Job Description, to show that the key factors that define all TWG Tea products and experiences – Thoughtfulness, Willingness and Gracefulness – are expectations that we have of each employee and reflected in our company culture.
TWG Tea has created a mentoring program whereby senior managers are invited to participate in an intensive Train the Trainer program. This week-long workshop gives managers the tools to mentor others, and teaches them tried and true methods to transfer knowledge and skills successfully.