Virgin Holidays overhauls UK retail offering

Virgin Holidays overhauls UK retail offering

Virgin Holidays has announced further investment in its retail network.

The development will see the company implement a three tiered plan, with two new v-rooms opening, an extensive refurbishment of concession outlets, and the creation of area manager roles to drive improved customer service.

The two new stores will both open in November this year, at Chapel Shopping Centre in Norwich and St David’s Shopping Centre in Cardiff. 

Virgin Holidays expects the two stores will employ roughly two dozen staff between them.

The award-winning ‘experiential’ design of the v-room stores will now be applied to the Virgin Holidays concession stores in Debenhams and House of Fraser in a bid to bring the concessions in-line with the flagship concept stores.

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The multi-million pound refurbishment will take place between July and December this year, and artistic visualisations released today highlight a shift away from traditional sales desks and till points, to an area which is more relaxed and comfortable – designed to help transport customers to their dream holiday destination.

The design highlights include red acrylic screens, banquette seating, feature lighting, oak cladding and soft furnishings which brighten the existing retail estate whilst making it feel more fun and more premium.

Coinciding with the retail refresh, Virgin Holidays has announced a restructure of its retail teams, which will see the creation of 20 area managers sitting alongside the twelve v-room concept store managers. 

The new management pool of 32 retail managers has been implemented for two key reasons. 

Firstly, to move more of the existing staff to front-line sales roles for improved customer service, and secondly to empower the retail managers encouraging them to take on a greater managerial role and focus more on up-skilling junior team members with exciting learning and development initiatives.

Lee Haslett, sales director, Virgin Holidays, commented: “Retail is our single biggest sales channel and is continuing to exceed targets despite volatile market conditions. 

“By creating new area manager roles, and re-investing in our existing retail estate, we’re confident the retail division will continue to break new records for us.”