Rachel has been a store manager with O2 since early 2005, having moved into mobile retail after several years as a manager with Laura Ashley. She started at the Exeter branch in August last year.
The Challenge: I’ve had four instances where I’ve acted as a mentor to staff looking to move their careers forward. If I spot potential, the first thing I ask is if progressing in the company is something they are interested in. If they are, then you assess what their core skills are and what they need to take them to that next level.
That could be giving them rota responsibilities, talking them through back-end procedures, or one-to-one coaching on anything they feel they need to work on. You identify what they need and work on an action plan.
At the moment I have a team member who is very keen to move up within the company, but she’s lacking in confidence. I find helping someone to stand on their own two feet and test themselves can work wonders. I asked this person to run the store one Sunday. She was responsible for the sales targets, procedure, team objectives and she did a fantastic job. She hit her targets and now she knows what she’s capable of achieving and she really enjoyed the responsibility.
She didn’t get the last promotion she applied for, but she’s come on leaps and bounds so I’m hoping a position will open here.
Three people I’ve worked with are now store managers and it wasn’t just confidence or potential that got them there – they wanted it more. With passion and drive you can achieve anything.