Retail Team Leader

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With the Better Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

               Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets

Visit www.digicelgroup.com for more.

DIGICEL ST. KITTS and NEVIS

Job Overview:

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’, always ensuring Brand compliance (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 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 Math’s & 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.