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Home Retail Group creates Retail and Customer Operations Director role

Steve Carson has been promoted to the new position of Retail and Customer Operations Director. In addition to retaining responsibility for Argos Retail Operations, Steve will assume responsibility for Home Retail Group’s Customer Services and Property Services functions.

Steve joined Home Retail Group in 2006 and held a number of senior retail roles in Argos and Homebase. He assumed the Argos Retail Director role in 2011, and has led many improvements in Argos retail operations as part of its transformation plan, including the development of its new digital concept stores. In his new role he will take on the responsibilities of the customer contact centres, reflecting the importance of a seamless service for customers at all touch points. The additional responsibility for Group Property demonstrates the importance of the store portfolios for the Group and their connection to operating company strategies.

John Walden, Chief Executive of Home Retail Group, said:

“Steve has been a strong leader of the Argos transformation among our critical Argos store colleagues, and driven good results. Having worked in both the Argos and Homebase businesses, he will now align services to actively support the customer proposition for each operating business.

Property is an important element of both Argos and Homebase’s strategies and will enable us to use our asset base more effectively across both of our businesses. I believe this is a hugely exciting time for Home Retail Group and we have the right strategies and the right team to be successful.”

Steve Carson, Retail & Customer Operations Director, said:

“The highest levels of customer service are critical at all customer touch points. Combining the seamless and integrated systems, tone of voice and service wherever a customer contacts us is going to become an important point of difference. Likewise, the distinction of our property portfolio against our competitors will enable us to be a point of destination.”

Source : Home Retail Group

25 April 2014
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Thank you for the excellent presentation that you gave at Woodbury Park on Thursday morning. It was very interesting and thought-provoking for our Retail members. The feedback has been excellent.

Martin Elliott. Chief Executive - Home Hardware.

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