Retail Sales Team Lead

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fiber 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.

Job Title

Retail Sales Team Lead – Grand Turk

Primary objective of the job: 

To ensure operational excellence, drive sales, enhance customer satisfaction and oversee all aspects of the store standards and merchandizing.  

Main Duties and Responsibilities:

Operational Excellence:

• Ensure Smooth Store Operations: Oversee daily store activities, manage inventory, and ensure all operational procedures are followed.
• Compliance and Standards: Ensure compliance with store standards and industry standards.

Cashing

• Process all payments for goods and services through Digicel’s POS
• Ensure that correct payment is collected and change issued for merchandize sold
• Secure monies and cheques received as payment until end of day cash balancing.
• Ensure that cash is balanced at the end each day
• Ensure the daily submission form is completed accurately and is submitted at the close of each business day
• Prepare bank deposits as required based on cash holdings
• Advise customers of warranty guidelines
• Test devices (handsets, routers, mifis etc.) before sale to confirm functionality.
• Adhere to cash handling procedures

Store Presentation:

• Look and Feel Audit: Maintain a clean, organized, and visually appealing store environment in line with store look and feel standards.

Sales and Revenue Growth

• Activations: Activate prepaid and postpaid mobile accounts in line with established processes and SLAs
• Sales Targets: Achieve or exceed weekly, monthly and quarterly sales targets by promoting products and services.
• Service Delivery: Manage the end-to-end Digicel Plus activation process to ensure timely scheduling, and completion of work orders in line with established SLAs for service delivery

• Promotional Activities: Execute and drive the success of all promotional activities planned by the Commercial team.
• Product Knowledge: Maintain up-to-date knowledge about all products, services, promotions, technologies, in order to disseminate accurate information to internal and external customers.

Customer Satisfaction

• Exceptional Customer Service: Ensure the highest level of customer service is provided to all customers. Resolve customer inquiries, complaints, and issues in accordance with established SLAs.
• Customer Relationship Management: Build and maintain strong relationships with customers to foster loyalty and repeat business.
• Customer Feedback: Make adjustments as needed to improve customer service delivery based on tNPS feedback.

Inventory Management

• Stock Levels: Monitor and maintain inventory levels to prevent stock outs.
• Inventory Control: Adhere to inventory control measures to minimize shrinkage and optimize stock turnover.

Technology Integration

POS Systems:

• POS: Escalate any issues observed with the POS and reporting system using established escalation procedures to reduce down time and potential impact on sales
• Training: Train staff on the use of new technologies and systems to improve sales and customer service, where applicable

Strategic Initiatives:

• Community Engagement: Execute and drive community engagement events, sponsorships and partnerships in line with Marketing initiatives.
• Market Trends: Stay informed about market trends and competitor activities to adapt strategies accordingly.
• Innovation: Recommend innovative approaches to improve store operations and customer engagement.

General

• Implement operational controls to deliver cost savings
• Complete all mandatory courses with an 80% pass mark
• Ensure full compliance with all brand guidelines pertaining to retail uniform and self-presentation
• Attend all mandatory meetings
• Promote digital solutions and benefits, including MDA, SportsMax etc.
• You may be assigned to work at any other Digicel retail (Providenciales, North Caicos, South Caicos or Grand Turk) store in expense of the company.

 Academic Qualifications and Experience Required:

• Minimum of an Associates Degree in Business Administration or a related field
• Proficiency in using Microsoft Word and Excel
• Previous sales experience, with demonstrated success is an asset
• Previous experience in a customer service environment is required
• Knowledge of smartphones, apps and social media is an asset
• A second language is an asset (Spanish, Creole or French)

Functional Skills:

The ideal candidate must:

• Excellent Customer Service Skills
• Must possess financial acumen
• Excellent time management skills and ability to multi-task
• Excellent communication skills (verbal and written)
• Flexible and quick-thinking
• Ability to rapidly learn new tools and understand customers’ environments

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.