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"The tangible gains were great, but what’s stayed with people is how it made them feel, and what it unlocked in them"
Recognising that the retail landscape was changing and in the context of reduced footfall, fierce competition and increased attrition, a new vision for what good looked like was required.
To achieve this, Virgin Media Retail wanted a leader-led solution that upskilled in-store sales teams around three core parameters:
Driving sales
Engaging people
Together with the business, we developed clear Role Blueprints for Regional Managers, Store Managers and Sales Team Leaders – defining what ‘great’ looked like across levels. These were brought to life through hands-on workshops focused on sales floor leadership, experience engineering, and real-time coaching craft.
To make it stick, we consolidated learnings in-store and built a sustainable rollout through a tailored train-the-trainer approach.
By creating Role Blueprints at Regional Manager, Store Manager and Sales Team Leader levels we were able to bring a unified view of what good looked like. This was supported by workshops to develop the craft of sales coaching focused on sales floor leadership and the importance of experience engineering.
Sustainability was delivered through in-store consolidation and a robust train-the-trainer.