Meet one of our managers

Kendra Watson, Area Retail Channel Manager

What do you do?

I look after the East Anglia area, which has about 1200 Post Offices, and the main part of the role is raising awareness of Parcelforce Worldwide services with Post Office Counters Assistants. I have to build up their confidence in selling our services over the counter and help train people on the counter to promote our services.

What’s an average day like?

I’ll visit four or five Post Offices, from large branch offices with lots of customers, to small village offices that might be run from someone’s home. I find out how they are getting on with selling our services, their issues and concerns, and how I can help them improve sales. This can mean promotions to encourage more customers to come into the office, through to training counter assistants on our services.

What makes a good Retail Manager?

You need to be able to empathise and be good with people, understand their issues and build their confidence in selling Parcelforce Worldwide services. You also need to be pretty knowledgeable about the services, and able to challenge people’s perceptions about the products. So, patience, confidence, and empathy! Plus a good background in sales and operations can help too.

What’s the best thing about your job?

Meeting different people. Every day is different - one day you’re in a large branch with lots of people, and the next day you’re having a cup of tea in some-one’s living room as they run their Post Office from their house! You have to tailor the message to fit, and that’s the exciting bit about this job. I also enjoy the training side, as I feel like I’m making a real difference.

What’s the best thing about working for Parcelforce Worldwide?

What I really like, is that we are always trying to do our best for customers. Plus there are great development programmes, whoever you are. I’ve been involved in the Springboard Women’s Development programme, a fantastic programme trying to get more women into senior roles.

Do you use any of the company benefits?

Yes – I’ve used the company healthcare scheme. There are also some great incentive schemes for good sales performance and good attendance. I know someone who won a car!

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