Rooted in retail: How two workers found growth through PWM

When Sharifah Natasha Mohd Onran first walked into Far East Flora four years ago, she was just another 20-year-old with a part-time cashier job.

Today, she’s planning her future, supporting her family, and eyeing a management role—all while working in the same industry that many write off as a dead-end career.

Her transformation, alongside that of 51-year-old supervisor Joey Ong, shows how the Progressive Wage Model (PWM) is quietly revolutionising what it means to work in retail.

From surviving to thriving

The latest PWM recommendations, announced in August 2025, will see entry-level retail workers’ wages rise from $2,175 to $2,305 from September 2025, with further increases to $2,565 by 2027.

For workers like Natasha, these structured increases represent more than numbers—they’re pathways to financial security.

“So far, with the increase in wages, it’s actually quite good.

“Compared to last time, I’m even more stable now, and I’m able to help my family with their needs, like the groceries. And also add to my savings,” said Natasha.

The 24-year-old now earns enough to contribute to household expenses while building an emergency fund and saving for her wedding in the next two to three years. It’s a far cry from the uncertainty many young Singaporeans face in today’s economy.

She explained: “The wage increases help me feel more stable. Now I can help my family with groceries and save for my future.”

For someone who’s been wanting to work in retail since she was young, Natasha has found her career path blooming in ways she never expected.

“I’m the type of person who likes shopping, and it’s amusing that now I get to work in this line,” she said.

Branching out

What started as a simple cashiering role has evolved into something much richer.

“Before, I was only doing cashiering. Now, I’m taking on more responsibilities like stocking products, checking inventory, handling customer complaints, and interacting more with customers,” Natasha shared.

This isn’t just about doing more work for the same pay—it’s about genuine skill development. Through PWM-required training courses in customer service, complaint handling, and leadership, Natasha has discovered capabilities she didn’t know she had.

“Compared to when I first joined, I see myself improving a lot. My manager also thinks I’ve improved, and now I have more confidence,” she said.

Learning to flourish

Joey Ong brings a different perspective to the retail floor.

At 51, with over a decade of retail experience, he’s seen the industry from multiple angles. When he joined Far East Flora 18 months ago, he found something he hadn’t experienced elsewhere: genuine investment in workers’ futures.

“PWM wage increases are good because they secure staff salaries and help with family financial responsibilities,” Joey explained.

He supports both himself and his wife, but it’s not just about the money.

Joey appreciates how the company has planned formal supervisor training for him, recognising that development opportunities can plant seeds for long-term career security.

“I feel very satisfied to improve my job knowledge here. This will also give me personal security, knowing that I have full knowledge. Then it will be easier for me to do my job here,” he said.

Working with plants has also taught Joey lessons that extend beyond the shop floor.

“Since joining the company, I’ve learnt to distinguish between indoor and outdoor plants. I’ve also learnt about caring for plants, fertilisation techniques, and now I even take care of plants at home—something I couldn’t do before,” he confessed.

Finding joy in service

Both workers light up when discussing customer interactions—a stark contrast to the transactional relationships often associated with retail work.

“I enjoy interacting with customers and working with flowers. They are beautiful and help relieve my stress. I like creating bouquets and seeing people smile,” Natasha said.

Joey shares this sentiment: “When customers compliment me, saying things like, ‘You’ve helped me learn a lot about plants’, it feels very satisfying.

“It’s a simple thing, but it motivates me to do better.”

This shift from mere transaction processing to meaningful customer engagement reflects how PWM is elevating the entire retail experience. Workers aren’t just scanning barcodes—they’re building expertise and forming genuine connections.

Weathering industry storms

Retail faces headwinds from online competition and changing shopping habits, but both workers remain surprisingly optimistic about their industry’s future.

“Even though we have a website, many customers prefer walking into the store. They want to physically see items, especially when something might be unavailable. People still value the in-person shopping experience,” Natasha observed.

Joey, drawing from his years of experience, offers practical wisdom for newcomers: “Being in retail is complicated because it involves serving many people. For newcomers, I advise having patience and passion, not just for the company, but for serving customers.”

His advice reflects hard-earned insights: “In retail, you might face difficult people, which can be challenging. During busy times, like festive seasons, the key is to stay calm.”

Planting seeds for tomorrow

The most striking change is how both workers now view their futures in retail. Where once there might have been uncertainty, there’s now genuine optimism and clear goals.

“My goal is to do more in my role and improve myself. I might even see myself becoming a manager someday, depending on the training and opportunities I can take,” Natasha said.

Joey, focused on building security for his family, sees training as his path forward: “I believe the training and development opportunities at this company will help me progress in my career.”

A model worth following

The experiences at Far East Flora reflect a broader transformation happening across Singapore’s retail sector.

With over 53,000 retail workers set to benefit from the latest PWM recommendations, stories like Natasha’s and Joey’s are multiplying across the island.

“I’m very positive about my future. As long as there are opportunities to do more, I will do more. PWM has helped me gain more confidence in my career,” Natasha stated.

Her confidence isn’t just personal—it represents a shift in how an entire industry views its workforce and how workers view themselves.

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