Retail Team Leader

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

Primary Objective:

To lead the store in the delivery of sales targets through effective sales, cost control and customer service delivery, both personally and by providing guidance and coaching to the sales executives in store, ensuring the delivery of great customer service

Main duties and responsibilities:

• Meet/exceed monthly sales targets by increasing prepaid/postpaid connections on the network and produce weekly/monthly sales reports as requested by management.
• Maximize all sales opportunities through actively demonstrating a positive approach to all team members and customers, providing information and knowledge as required promoting the sales of additional services and essential products.
• Encourage the delivery of world class customer service, through coaching of the retail store team and active demonstration of behaviors and attitudes required, resolving complaints personally if necessary.
• Ensure all communications are shared with the store team, encouraging sales executives to maintain an up-to-date knowledge of: procedures; daily communications; product knowledge and action points.
• Direct colleagues to manage and amend store layout and stock ‘mix’ to maximize sales opportunities, including overseeing merchandising, displays and ‘housekeeping’, ensuring Brand compliance at all times (e.g. ticketing, service selling, etc).
• Ensure that all company operating procedures are complied with throughout the store to maintain brand integrity.
• Provide feedback to the team on their progress against targets, taking responsibility for the delivery against target. Coach and develop direct reports to achieve in their role.
• Amend plans when needed to cope with changing circumstances, keeping the team up to date with what is happening. Anticipate and plan for future tasks / activities and ensure the team is involved in planning tasks.
• Monitor and maintain the business performance and profitability of the store, controlling expenditure where possible and ensuring that all cash/payment management procedures are followed.
• Ensure that the look and feel of the retail store meets the standards set by Digicel. (On time store opening, clean store throughout the day, sufficient staff presence on the floor)
• Ensure all customers receive a great customer experience which meets Digicel expectations.
• Identify opportunities to up-sell and give referrals for all products and services offered – Corporate & Business Solutions.
• Financial Management through inventory control, adjustment procedures and loss prevention.
• Effectively handle escalated customer service issues.
• Manage & verify cash floats for each register
• Prepare daily bank deposits for collection
• Generate daily sales transaction reports for submission to Finance Department
• Perform other duties as assigned.

Academic Qualifications and Experience required for position:

• 5 CXC’s including Maths & English ( or a quantitative subject)
• 2-5 years experience in Sales/Customer Care

Knowledge/ Functional Skills:

• Strong leadership and motivational skills
• Highly developed written & oral communication skills
• Outstanding time management and organizational skills
• Computer literate
• Strong interpersonal skills. 

DISCLAIMER:

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.