Head of Consumer Sales & Service

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fiber 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.

Job Title:

Head of Consumer Sales and Service 

JOB RESPONSIBILTY:

Responsible for all aspects of Consumer Sales and Retail operations, across mobile and FTTH services, ultimately ensuring first class customer experience and achievement of targets in respect of sales and active customers bases. Oversee the Marketing, Commercial & Customer Experience

MAIN DUTIES & REQUIREMENTS

• Development and execution of sales strategy for all product sets across all channels
• Sales channel and distribution channel development, including pricing and commercial relationships
• Analysis and interpretation of Business Intelligence data to evaluate business performance to granular level and determine relevant courses of action
• Management of owned and partner-operated retail channels, ensuring best in class environment and customer experience is delivered and ultimately achieving required standards in retail audits as well as commercial targets
• Leadership role in developing retail sales, including people development and incentivisation, store optimisation, operations and processes
• Management of other sales channels, including training and efficiency/performance monitoring
• Provide daily, weekly and monthly sales performance reporting, including specific campaigns, identifying positive and negative trends to improve results and reduce losses / downgrades
• Provide motivation to Sales Agents through effective context setting, individual contact, goal setting, periodic meetings and one-on-one or group training
• To co-ordinate training for new staff for onboarding and products and services through formal training and one-on-one coaching
• To co-ordinate  sales technique training, both onboard and ongoing based upon performance
• To provide refresher and specific campaign training to drive optimum performance
• To ensure process and policy adherence, including discounts
• Ultimately achieve required budgets/targets in respect of subscriber acquisition
• Actively engage with Customer Care teams to ensure effective deployment and integration of sales initiatives
• Monitor competitor and industry activities and trends, determining and executing on appropriate actions to harness opportunity and protect against competitive threats
• Manage costs within both budget and appropriate/acceptable levels
• Daily, weekly and monthly reporting on commercial KPIs,  operations and activities, plus other reporting as required
• Maintain a minimum customer satisfaction level of 80% measured through quarterly customer satisfaction surveys.
• Responsible for development & delivery of end to end revenue and/or CX enhancing initiatives, forecasting and strategic planning

• Ensure core and below the line, prepaid/postpaid propositions and promotional campaigns are optimized to extract maximum value from each subscriber segment.
• Identifying both tactical and strategic opportunities to stimulate revenue and churn improvement.
• Stimulate revenue through channel initiatives and best practices.
• Provide feedback on performance to all and conduct performance review.

ACADEMIC QUALIFICATIONS AND/OR EXPERIENCE REQUIRED

• Tertiary level qualification in directly related subject
• At least 5 years directly related working experience in competitive FMCG commercial environments, of which minimum 2 years in management roles

SKILLS/COMPENTENCIES REQUIRED

• Excellent communication and interpersonal skills
• Leadership and working as part of team
• Ability to handle and deliver on multiple priorities from multiple stakeholders in high pressure environment
• Competency with Microsoft Word applications – minimum Word, Excel, Outlook and PowerPoint
• Competency with interpreting trends from various data sets
• Ability to set and manage priorities judiciously Strong knowledge of Business Systems and their applications
• Strong Knowledge of Credit and Collections practices
• Three (3) years management experience with management of large teams (over 30) being an asset
• Strong communication, interpersonal and analytical skills

• Strong knowledge of HR practices

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.