HMV was Canada’s largest entertainment retailer specializing in DVDs, music, videos, and merchandise. In the face of sharply declining revenue, I was retained on a consultative basis to operationally launch and manage six wireless retail locations under a white label brand called TUGO. The new business featured Bell’s branded products/services and flanker brands: Virgin Mobile and Solo Mobile. The plan was to launch 6 wireless retail kiosks in HMV’s top locations as an independent business entity, apart from HMV’s core business. In this role my mandate was to provide expert guidance to the following areas:
Hire, lead and inspire the sales efforts of 6 managers, and 36 full time and part time sales associates. A large scale recruitment process was necessary to hire and retain top staff.
Engaged in the implementation of IT systems that would integrate the business’ finance, payroll, accounting, inventory, POS and reporting. I designed new processes to integrate and enable wireless retail sales functions into rigid legacy systems managing HMVs core business.
Designed and executed a 4-day training curriculum and follow-up training for staff members that included: Sales training, technical handset training, activations, billing, invoicing, and HR policy and procedures for new hires.
Mandated to establish processes and standards for sales operations. Designing and integrating processes required detailed documentation, and I subsequently wrote a 150 page process manual detailing how to open a store, process orders, inventory, reporting and closing. Sales standards included sales techniques, customers service, escalations, returns and refunds, follow up and prospecting.