5/26/2011 5:27:00 PM
Power 50 Profile: Richard Baylis, general manager, O2 Retail
Richard Baylis is the man behind O2’s Retail Transformation programme, which has seen it overhaul its retail estate in less than a year. After joining O2 in April 2008 as head of commercial trading, Baylis quickly made a name for himself within the business and was appointed general manager of O2 Retail in August 2009. He has been single-focused in delivering live devices, digital displays, gaming lounges and In-store Gurus to reach exceptional heights in customer service. He is also credited with the success of the company’s Guru TV YouTube channel, which has proved hugely popular. All this comes at a price. Baylis has had to cut O2’s retail operations, removing 40 stores as it looks to simplify its operation. Baylis is very hands on – every week he gets raw feedback on each individual in every O2 store.