Vodafone selected Liam Richmond to bring their award winning Retail Store Management Program to life. The aim was to develop the capability of their Retail Store Managers and provide them with the knowledge, skills and tools needed to raise performance within the stores. From the very beginning we set out to break traditional boundaries and do something new and different!
Liam Richmond worked closely with key stakeholders across the business to identify the capability gaps and learning needs of managers before beginning the design and development stage. The focus was simple – enable managers to do a better job.
The program takes managers seven months to complete, and is highly effective, relevant and engaging for participants. It blends together a variety of best practice approaches including; team-based learning, workshops, e-learning, m-learning, gamification, social media applications, coaching, work based assignments and formal assessment. Managers are able to apply the new principles and techniques immediately in their stores. Store performance and uplift is measured for each manager during the program which creates a link between learning and the results generated; and allows for ROI to be calculated. Content is designed from the ground up to meet National Qualification Standards, and successful participants achieve a formal qualification in First Line Management.
The Vodafone Retail Store Management Program won the NZATD L&D Innovation of the Year Award.
“This entry impressed the judging panel for its innovative approach – the ingenious use of existing materials and learning components to create a uniquely different retail management programme. Its creative and original blended learning solution mixed a range of learning components to provide a fun, engaging, and challenging program experience for participants. In particular they noted its use of ‘apprentice style’ game challenges, social, including twitter and smartphone feeds. They also noted the rigour of the needs analysis, up-front involvement and commitment, including cash investment, from business units; high quality and comprehensive solutions documentation; and linkage to NZQA First Line Management qualification.” NZATD
Here’s what Reon Goodwillie, Head of Retail for Vodafone had to say about the program:
“The feedback from attendees has been nothing but positive and importantly we have seen significant improvement in performance of our retail business!”