- New structures and roles designed to improve the customer experience
- Total number of roles in the business proposed to be reduced by 800
As part of Dixons Carphone’s strategy to become one joined up business and a clearer, simpler and faster place to work, the company has announced proposed changes to the management structure of its UK & Ireland stores.
This proposal will make store team management structures leaner and create new roles and ways of working to deliver its Vision – We Help Everyone Enjoy Amazing Technology.
There will 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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Notes to editors
About Dixons Carphone
Dixons Carphone plc is a leading omnichannel retailer of technology products and services, operating through 939 stores and 16 websites in eight countries. We Help Everyone Enjoy Amazing Technology, however they choose to shop with us.
We are the market leader in the UK & Ireland, throughout the Nordics and in Greece, employing 24,000 capable and committed colleagues in the UK & Ireland and 36,000 globally across the Group. Our full range of services and support makes it easy for our customers to discover, choose, afford and enjoy the right technology for them, throughout their lives. The Group’s core operations are supported by an extensive distribution network, enabling delivery to stores and homes, a sourcing office in Hong Kong and a state-of-the-art repair facility in Newark, UK.
Our brands include Currys PC World and Carphone Warehouse in the UK & Ireland and iD Mobile in the UK; Elkjøp, Elgiganten and Gigantti in the Nordics; and Kotsovolos in Greece. Our Dixons Travel brand has a presence across several UK airports as well as in Dublin and Oslo, and our services are provided through Team Knowhow.