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Industry News

Published on August 4th, 2020 | by The GC Team

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Dixons Carphone to “streamline” store management structures

Announcing a strategy “designed to improve the customer experience,” Dixons Carphone has said that it proposes to reduce the total number of roles in the business by 800.

The strategy, aiming to create “one joined up business and a clearer, simpler and faster place to work,” will affect the management structure of its UK & Ireland stores, as the business moves on with its stated vision: “We Help Everyone Enjoy Amazing Technology.”

There will, says the company, be clearer accountability for store leaders who will work as an integrated team across the stores’ electricals and mobile offerings. By creating new roles focused on customer experience and operational excellence, Dixons Carphone will also make it easier for customers to shop across all customer channels.

As a result of the proposed changes, Dixons Carphone plans to introduce new Sales Manager, Customer Experience Manager and Operational Excellence Manager roles to stores, while removing the Retail Manager, Assistant Manager and Team Leader roles. The retailer is also proposing to remove Business Advisor roles in stores without a Business Hub.

These changes would result in an overall reduction of 800 roles. In addition, there will also be opportunities for colleagues to join the team behind ShopLive, the personal shopping service that provides consumer and business customers with expert advice from home via video link.

Dixons Carphone Chief Operating Officer, Mark Allsop, said: “We remain committed to our stores as part of an omnichannel future, where we offer the best of online and stores to our customers. As part of this we want to empower our store leadership teams, create a flatter management structure and make it easy for our customers to shop with us, however they choose. This proposal will ensure in-store roles are focused on giving a seamless customer experience and exceptional service across all our customer channels, whether online or in-store.

“Sadly, this proposal means we have now entered into consultation with some of our store colleagues. This was not an easy decision and we’ll do everything possible to look after those colleagues we can’t find new roles for, financially and otherwise.”

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