Kopi Kenangan has been named the Gold awardee at the 2025-2026 HR Stars Awards, securing the runner-up position in the Best Flexible Working Strategies masterclass. This recognition highlights a workplace model that has successfully balanced the rapid expansion of a 1,000-store global empire with a deeply human “Serving with Heart” philosophy. Under the direction of Orri Pasaribu, Group Talent Development, Culture & Engagement Manager, the organisation has turned flexibility into a structured strategic asset rather than a casual perk.
The backbone of this gold-winning approach is a hybrid policy that requires head office staff to be on-site at least two days per week to protect the “face-to-face” collaboration essential for team synergy. Recognising that different employees have different productivity rhythms, the company introduced a flexible start-and-finish system with a two-hour arrival window between 08:00 and 10:00. This specific intervention has been a game-changer for working parents and those navigating lengthy commutes, allowing them to integrate their professional duties with personal responsibilities better.
To ensure this model remains equitable across the business, Kopi Kenangan maintains a clear, role-based distinction for eligibility. While task-based or digital roles enjoy hybrid schedules, the company ensures that frontline operations staff are not left out, offering flexibility through advanced shift-swapping systems and career mobility. This transparency is supported by significant investment in technology—ranging from hot-desking booking systems to a well-being app that provides 24/7 mental health support—ensuring every “partner” feels connected regardless of their location.
The outcomes of this strategy are a compelling argument for the hybrid model’s long-term sustainability. In 2024, the company’s eNPS score more than doubled, jumping from 30.63 to 64.57, while the number of employees exceeding performance expectations rose from 22% to 30%. By effectively reducing the stress of the traditional workday, Kopi Kenangan has not only improved its retention rates but has also cultivated a resilient, high-performance culture that continues to fuel its international growth.
