Tesco Adjusts Customer Service Structure In Its C-Stores To Better Compete

British supermarket chain Tesco is expanding the number of customer service personnel in its Express convenience stores to “improve the shopping experience” for customers. The company is creating what it calls shift leaders, at the same time eliminating deputy manager positions. The new structure, successfully tested in several Express stores, is part of a broader program launched two years ago to make sure the company is poised to compete in the rapidly changing retail sector. About 3,300 shift leader positions are being created in the 1,700+ Express stores.