Alumni career Foodservice

The workforce that mirrors local communities

BY MAUD MEIJERS [F 2014]

In today’s rapidly evolving retail landscape, diversity and inclusion are essential for companies aiming to stay relevant and impactful. Sonja Boelhouwer [F 1997], Chief Operating Officer at Albert Heijn, provides insight into how these values are woven deeply into the company’s operations, contributing to both its business success and social responsibility. Inclusivity isn’t just a policy but a continuous commitment that requires empathy, flexibility, and persistence.

Diversity as a reflection of the community

In 2000, Sonja applied for her first position at Albert Heijn, driven by the chance to work for ‘a company at the heart of society’ that positively impacts people’s lives. This community connection still inspires her today, as she believes Albert Heijn’s efforts can improve the quality of life for both employees and customers. With over 125,000 employees, Albert Heijn represents a smallscale version of Dutch society. Sonja explains that the company’s workforce mirrors the local communities it serves, by hiring locally across the Netherlands. This approach ensures that the stores naturally reflect the diversity of each neighborhood. ‘One in five Dutch people has either worked or is currently working at Albert Heijn, underscoring the company’s significant role in employment within the community.’

As Albert Heijn serves a growing multicultural population in the Netherlands, it is vital that the company’s products and services resonate with its broad customer base. ‘A nuanced understanding of cultural norms and preferences allows the company to stay responsive and relevant, continuously reflecting the diversity of its customers.’

Building inclusive teams at every level

Diversity at store level happens organically, but fostering inclusivity at the head office requires intention and effort. To bring more regional diversity into its corporate teams, Albert Heijn encourages remote work options, enabling talent from various parts of the Netherlands to join without relocating. ‘Our digital work options allow people from places like Enschede or Maastricht to join our head office teams, if possible given the nature of the work, without needing to relocate’, Sonja explains, emphasizing the importance of accessibility.

Gender diversity is also a priority at Albert Heijn. Sonja takes pride in the balanced gender ratio within her team, a balance achieved not through quotas but by embedding inclusive hiring practices during recruitment. To further foster inclusivity, the company trains employees on preventing an unconscious bias. This training encourages awareness of subtle biases that might influence decision-making. ‘We go beyond simply meeting quotas, striving to build an environment that values and respects all backgrounds, by training people on this and keep our HR community engaged.’

Diversity beyond the workforce

Albert Heijn’s commitment to diversity isn’t limited to age, gender, or ethnicity. They also actively recruit people from diverse social and economic backgrounds, including those who may face employment barriers. ‘For instance, the company offers opportunities to individuals who may have experienced setbacks in life and works closely with organizations supporting marginalized groups, such as refugees.’

Albert Heijn has recently introduced programs to help Ukrainian refugees integrate into the Dutch workforce by providing language classes. ‘We offer English lessons to help them work more comfortably here and be prepared for future opportunities,’ Sonja says, noting the profound impact this has on the individuals.

A legacy of inclusivity

Sonja’s journey began at HMSM, where she recalls fond memories: from restaurant shifts to public speaking classes and campus life. The friendships and network she built during her studies remain an important part of her life and have a lasting impact to this day. She also praises the ‘doers’ mentality’ of her fellow alumni, whom she describes as optimistic, pragmatic individuals who are both smart and driven to make things happen. During her time at the school, though not initially career-focused, Sonja remembers feeling quiet ambiteus. In an introductory session, she surprised her peers by mentioning a bold goal: a position on the Supervisory Board of a large company. Her ambition contrasted with the more modest dreams some of her classmates shared, that set her apart.

Sonja’s career choices have been guided by her personal philosophy: ‘You are only as good as your last job, and if you do something you enjoy, you’ll excel at it.’ This guiding principle has encouraged her to make choices based on what makes her happy, leading to a fulfilling career. Over her career, Sonja has taken on a variety of challenges, from managing her first supervisor role in a 24-hour distribution center to leading crisis operations during a strike at Stop & Shop in the U.S. Her grounded, positive approach has been key to navigating these roles successfully, enabling both personal growth and professional development. Looking forward, she shares another dream: ‘One day, I think it would be fantastic to work in the hotel industry. I love hotels, and there’s nothing more rewarding than making guests and customers happy.’

Fostering a culture of belonging

For Sonja, fostering inclusion means creating a workplace where every employee can be their authentic self. At a company as large as Albert Heijn, she believes it is important having a “minority voice that is heard,” since this voice represents thousands of people. Open communication and accountability are vital to this vision, helping ensure that all team members feel heard and valued.

To maintain this culture, Albert Heijn holds regular meetings to share updates and encourage open dialogue across all operational levels. ‘Every Monday, we hold a webcast where we share updates, listen to team feedback, and discuss current issues to keep everyone engaged and connected.’

The goal with this consistent communication is to create a cohesive, inclusive culture, even within such a large organization.

Mental health

Beyond diversity and inclusion, Albert Heijn prioritizes mental health, recognizing its importance in a supportive work environment by making mental health resources accessible. ‘We offer free coaching services for employees at all levels, which encourage employees to seek support when needed.’

This focus on mental well-being reflects Albert Heijn’s commitment to inclusivity and to recognizing the diverse needs of its workforce, which spans five generations. ‘We have a workforce that include people from different generations, each with their own needs’.

Preparing for the future

Diversity and inclusion require a global perspective in today’s interconnected world. For Sonja, the concept of a ‘Global Mind’ comes naturally, shaped by her upbringing abroad and time at HMSM. These experiences instilled a deep appreciation to keep working on diversity, which she now brings to her leadership role at Albert Heijn. Reflecting on her journey, Sonja underscores that Albert Heijn’s dedication to diversity and inclusion is at the heart of its operational success and social impact.

Sonja (left) in an Albert Heijn store

Foodservice Track

The Foodservice track trains passionate students to become skilled young professionals, knowledgeable in all aspects of food systems. They have the potential to drive positive change within the food business, thinking innovatively and staying ahead of current and future trends. This track includes two specialized minors, a management consultancy project, and a management internship. If you are looking for fourth-year students to take on an innovative project in the Foodservice field, or to explore other collaboration opportunities with the Foodservice track, please reach out to Maud Meijers (Track Coordinator, maud.meijers@zuyd.nl).