From retail to office job: how these two employees made it work

Alina Frank

10.11.2025

Translation: Eva Francis

Karim and Jessica both started their Digitec Galaxus journey in retail, transitioning into a new job and totally different working reality. We spoke to them about the challenges, opportunities and support they experienced along the way.

When and how did you join Digitec Galaxus and what is your current job?

Karim: I joined the company in 2020, right in the middle of the coronavirus pandemic, and worked in our store in Basel. I’d just finished my commercial apprenticeship, so this was a career change. I’ve always been interested in technology, but retail was a completely new area for me. The Basel team were very welcoming and the company culture is super friendly, which made it easy for me to settle in. Today, I work as a Quality & Coaching Professional and support the Customer Service teams to get better every day.

Jessica: I joined Digitec Galaxus six years ago and worked in the Kriens store. I’ve always been fascinated by technology – I used to build my own PCs and have been a fan of digitec for a long time. After two years in retail, I was looking for a new challenge and found a job within the company. Today, I work in Customer Service and am Deputy Team Leader in After Sales Operations.

What did you particularly like about working in retail?

Karim: Definitely meeting so many people. During my time in the Basel shop, I had senior customers tell me about their lives and young customers talk about their projects and hobbies. These personal encounters made the job special.

Jessica: I agree with that. After a while, you know the regulars. Some give you small gifts or tell you about their holidays. One day I remember really well is when the PS5 launched. People were queueing outside the store early in the morning and I was so happy for them when they finally got their PS5. These memories will last forever.

Did Digitec Galaxus support you with your company-internal job transition?

Karim: Yes, very much so. There are internal training courses that showed me what further training opportunities and career paths are available. That motivated me to take the next step. My team leader at the time recognised my potential and supported me with my application. That gave me a lot of reassurance and confidence.

Jessica: It was similar for me. My team leader encouraged me, even though I didn’t have any traditional office training. I was given the opportunity to try it out – and it worked. This shows that if you’re motivated, you’ll be given opportunities in this company.

How did the transition from retail to office job go?

Jessica: It was a big change. Suddenly I had meetings, a calendar, e-mails – I’d never experienced that before. In the store, every day was clearly structured. In the office, I had to learn to organise myself. But that’s exactly what I enjoy so much now – taking responsibility, setting priorities and learning new things.

Karim: I already knew what it’s like to work in an office, so that part wasn’t new for me. The biggest difference was certainly sitting all day and not getting as much movement during work. And I don’t interact with as many people as I did when I worked in the store. However, this means I can really focus on what I’m working on, which I enjoy.

What’s your favourite thing about your current job?

Karim: I now work in quality and coaching. We carry out monthly quality checks, support new employees during their onboarding journey and organise trial days. It’s not about checking on people, but about getting better together by promoting strengths, highlighting potential and improving quality in a team. I really like this combination of precision and collaboration.

Jessica: I work in the Aftersales Operations Team Professionals and take care of everything that happens after a customer buys a product. I appreciate the flexibility my job offers – flexitime, working from home and free weekends – as well as that ideas are taken seriously. I can actively help shape processes, which gives me a strong sense of involvement.

What surprised you about your new role?

Jessica: I found it particularly exciting to see what’s going on behind the scenes. Working in the store, I was at the forefront, dealing with customers. Now I get to see everything that goes on in the background. Customer service work is more structured, more complex and relies heavily on teamwork. And we offer one of the best customer service experiences in our industry. That makes me really proud.

Karim: I was surprised at how many processes and service centres are involved behind the scenes. You hardly see any of that when you’re working in the shop. Now I know what it takes to ensure that a warranty claim or return runs smoothly.

What did you learn in your time in retail?

Karim: Dealing with people. I learned to be patient and assertive and to stay calm even in stressful situations. That still helps me today.

Jessica: I agree. Working in retail taught me how to deal with all kinds of people and to stay calm even when things get stressful. After experiencing the pandemic, Black Friday and the Christmas rush, nothing can faze me any more.

What advice would you give to colleagues who want to develop their career at Digitec Galaxus?

Jessica: Quite simply: go for it! If you want to advance your skills and career, put yourself out there, even if you think you don’t fulfil all requirements for a job. Courage pays off.

Karim: Exactly. Always give 100 per cent, regardless of your role. Your commitment will be recognised and this will open doors. Take advantage of the internal training opportunities, for example EDU Points. Investing in yourself is your biggest lever. Even if you don’t get a job you applied for, you’re sure to learn something.

From customer-facing retail work to an office job behind the scenes – Karim and Jessica show just how wide-ranging a career at Digitec Galaxus can be. Both have demonstrated courage, seized opportunities and pursued their own paths. Their conclusion? If you show dedication and keep an open mind, you’ll get the opportunity to learn new things and surpass your own expectations. Thank you, Jessica and Karim, for sharing your exciting thoughts and experiences.

Would you like to join our retail team? Click here to see all job vacancies.

Alina Frank

Communications Manager

Alina.Frank@digitecgalaxus.ch

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