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Head of Retail

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Date: Jun 9, 2022

Location: Kingston, JM, WI

Company: Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.


Through its world-class LTE and fibre networks, together with its suite of 8 apps spanning sports (SportsMax), music (D’Music), news (Loop), local radio and podcasts (GoLoud), TV streaming (PlayGo), enhanced messaging and marketplaces (BiP), cloud storage (Billo) and self-care (MyDigicel app), Digicel is the only operator in its markets that can deliver that.


Serving consumer and business customers in 32 markets in the Caribbean, Central America and Pacific, its investments of over US$7 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad & Tobago have contributed to positive outcomes for over 3 million people to date.


With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 7,000 employees worldwide work together to make that a powerful reality day in, day out.

Job Title: Head of Retail


Primary objective of the job:

  • The Head of Retail will drive excellence and innovation across all areas of the Digicel Jamaica retail ecosystem with an emphasis on world class Customer Experience.
  • As we expand our offering into the retail space, we need to ensure that our infrastructure, systems, people and partners are all aligned with our commitment to excellence and designed for success.
  • This individual will also be responsible for future-proofing our retail ecosystem as we look to bring additional new business areas to life including but not limited to eCommerce and Financial Services offerings.


Main Duties and Responsibilities

  • Develop and execute a strategy that positions Digicel as the leading Customer Experience brand across Jamaica
  • Leading by example, create an environment of extreme high performance achieving and surpassing all KPI’s
  • Critically assess all aspects of Digicel retail operations Island-wide and implement any appropriate transformation initiatives necessary with a view to creating a truly ‘customer-centric’ environment
  • Review all retail supplier relationships to ensure world class delivery of partner goods and services to Digicel
  • Create and drive a culture of personal responsibility and continuous improvement across all areas of retail across the footprint
  • Manage all aspects of retail capex spend across Jamaica Market
  • Keep all stores look and feel, updated and following GS&D guidelines, guaranteeing the best customer experience and Dealer experience
  • Ensure shared objectives with dealers  are defined, pursued and achieved in support to the FY plan.
  • Drive stores sales and profitability in line with the FY budget
  • Keep CSRs correctly skilled with relevant training about Retail, products and promotions, aligned with GS&D
  • Implement CSR incentives to support business goals and aligned with Dealers.
  • Ensure all stores work with daily targets broken down by LOB and per CSR, and daily performance tables are reviewed in stores (daily)
  • Comply with GS&D reports on time and high accuracy


Academic Qualification and Experience:

  • 10+ years’ experience leading retail operations within a world class customer centric organisation
  • Primary Degree + Professional Qualifications
  • Strong experience leading negotiations with retail partners and suppliers, driving procurement excellence
  • Strong experience managing a variety of partner models across retail operations
  • Track record of delighting customers through the creation of award winning Customer Experience journeys
  • Understanding of public policy and policy making framework

This job description indicates the general nature and level of work expected of the incumbent.  It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent.  Incumbent may, and probably will be asked to perform other duties as required.  Each employee, regardless of classification, is required to maintain a safe, orderly and clean workplace, using safety precautions and observing safety rules at all times.

Digicel and Digicel Foundation believes in inclusivity and diversity when we employ persons to be gainfully employed. As such over the last seven years we have implemented a mandate to employ persons with disabilities. The POWER Programme ensure we provide full-time employment and internship to the special need community.

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