12/31/2010 4:07:00 PM
Power 50 Profile: Terry O'Brien, retail director, Vodafone
O’Brien has combined new ideas with a seemingly relentless energy. He is the passionate driving force behind staff empowerment, starting a voluntary NVQ programme, resulting in 1,700 qualifications gained by retail staff and staff turnover falling 15%. O’Brien has confidently pushed his store staff to take secondments in other parts of Vodafone’s operations such as handset development and competitor intelligence. His philosophy that cultivating careers rather than just jobs leads to more committed and engaged staff has been embraced. Results have backed up his vision that the best staff deliver the best customer service.