District Manager Retail
District Manager Retail
Works in Haarlem, Beverwijk, Purmerend and from home
Lives in Haarlem
At VodafoneZiggo since 2011
Personal development, knowledge, professionalism, good chemistry and, above all, job enjoyment. "It’s the mix that makes for a top team," says District Manager Retail Tycho Sinke, "and the perfect recipe for an optimal customer experience. Only when visitors leave our shop thinking, 'I’ll be coming back here next time,' am I happy."
Vodafone and Ziggo shops are the face of our organisation. "Our calling card," beams Tycho. "They’re the only place where employees and customers actually meet in person. Apart from any contact with a technician, of course. So it’s extremely important to make each visit to our shop a memorable one. I like to ensure that customers are impressed by our products, our tailored advice and the experience as a whole."
"Direct customer contact is the key to an exceptional customer experience," says Tycho. From the moment a customer enters the shop, we take them on a journey. One where they can see, touch and try out our products for themselves. As we do, we discuss their personal needs and come up with a solution that suits. Advice, help, a great deal, a suitable product or plan… Only when our visitors leave thinking, 'I’ll be coming back here next time,' am I happy."
Tycho and his team twist the knobs that lead to excellent customer experiences with a passion. "We all contribute in our own unique way. From student part-timers to seasoned sales staff. It all starts with the recruitment and selection of new team members. Who will fit in, enhance the team? It’s important that we all inspire and stimulate each other. And that we continue to grow and develop together, as a team, by taking courses and practicing skills."
How to get the most out of the team and sustain sales reps’ enthusiasm? Tycho’s tools include dynamic team sessions, the latest sales techniques and inspiring one-on-one performance reviews. He identifies each team member’s unique qualities, so that they can be nurtured and deployed to max effect. "The sales challenge that VodafoneZiggo organises each year are great for the team spirit, too. The prize is an award and an all-inclusive trip abroad somewhere. We’ve won on several occasions and are always among the top 5 best Vodafone and Ziggo shops in the country. This year, we’re off to Marrakesh, after having already been to Bulgaria, Rome and Austria. It’s the ultimate reward for any team."
The future of retail is an ongoing subject of debate at VodafoneZiggo. "Customers clearly like to be able to try things out before buying – actually holding a product and playing with its features remains very important. Just like the advice given by staff and the face-to-face-contact. I doubt that’s likely to change, but will things stay the way they are in our current shop setting? We’ll have to see. Personally, I think centrally located sales and service hubs throughout the country are the way to go. It’s very nice to be able to contribute to shaping the future of our retail operation."
What about Tycho’s future, is that with VodafoneZiggo? "If it’s up to me, definitely! I started working quite young and have grown steadily. First, I was a regular Sales Advisor, then Team Manager and I’m now responsible for a district with four shops. An entire region would be a nice next step, but that’s still way ahead. I’ve only just started as District Retail Manager and there’s lot’s still to learn. Besides, I feel really at home in this role and I get every freedom to do things the way I see fit."
So, the big smile with which Tycho starts his working day is set to stay. At home, or at one of his shops. "I work with fantastic products and have really nice colleagues. And Unlimited Learning enables me to do courses take part in training sessions. That means I can continue to develop and prepare for my next career challenge. The wonderful thing about VodafoneZiggo is that it has a place and function at the heart of society. We connect our customers with each other, provide companies with A-to-Z solutions and give masterclasses about social media at primary schools. VodafoneZiggo stands for progress. And that excites me.
