Retail and Distribution Manager

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.

JOB TITLE: 

Distribution & Recharge Manager

Job Purpose:

The Distribution & Recharge Manager will be responsible for leading and optimizing the distribution network, managing recharge services, and driving overall performance in line with company objectives. The role involves strategic planning, relationship management, performance analysis, and coordinating cross-functional teams to ensure seamless service delivery, growth, and operational excellence.

Key Objectives:

• Oversee recharge services to guarantee accuracy, timeliness, and issue resolution.
• Strengthen relationships with distribution partners, driving compliance and performance.
• Lead reporting and analytics initiatives to inform decision-making and identify growth opportunities.
• Achieve KPIs related to subscriber acquisitions, retail engagement, inventory management, and customer satisfaction.

Main Duties and Responsibilities:

• Develop strategies to expand and optimize the distribution network, onboarding new partners and managing existing relationships.
• Oversee recharge transaction processes, troubleshooting, and reconciliation, ensuring accurate and seamless services.
• Monitor performance KPIs such as prepaid/postpaid gross additions, churn, retail NPS, and inventory levels.
• Manage and mentor the retail teams, online store operations, and in-store customer experience, including store upkeep and staff scheduling.
• Drive retail acquisition campaigns, retail team training, and communication for sales partners.
• Maintain accurate inventory tracking, analysis, and procurement of assets/tools for retail and sales teams.
• Conduct regular performance reviews for distribution partners, implementing corrective actions as necessary.
• Collaborate with cross-functional teams—Sales, Marketing, Customer Care—to align goals and drive business growth.
• Prepare and analyze periodic reports on distribution performance, market trends, and channel activities.
• Manage KPI tracking for individual and channel performance, ensuring targets are met or exceeded.
• Lead efforts to improve retail customer experience and retail NPS metrics.
• Coordinate with other departments on new initiatives and strategic projects.

Academic qualifications and experience required for job: (Minimum)

• Bachelor’s degree in Business, Marketing, or related field.
• Proven experience in telecom distribution, recharge services, or retail management.
• Demonstrable track record in channel management, performance optimization, and team leadership.

Specialized knowledge, skills and training Required: (Minimum)

• Strong understanding of telecom industry dynamics
• Proficiency in Microsoft Office Suite and reporting tools
• Excellent negotiation, communication, and relationship management skills
• Analytical mindset with data interpretation skills
• Leadership, team management, and problem-solving abilities
• Results-driven with the ability to work under pressure and meet deadlines
• Strategic thinking with a focus on operational efficiency and growth
• Ability to coordinate cross-functionally and influence stakeholders

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.