Group Stores and Telesales Channel 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.

Primary objective of the job: 

The Group Stores and Telesales Manager is responsible for leading, optimizing, and overseeing the entire end-to-end management of the Stores and Telesales channels for both Mobile and D+ (Digicel+) business lines. This role aims to drive revenue growth, improve profitability and productivity while ensuring the consistent execution of customer engagement strategies across physical and remote sales channels. The Group Stores and Telesales Manager is accountable to manage all aspects of the channels - from planning and execution to performance monitoring - providing strategic guidance to market teams to ensure continuous improvement in the sales process, productivity, profitability and customer experience.
 

Main Duties and Responsibilities:

Strategic Alignment:

• Channel Strategy Development and Implementation: Define and optimize the end-to-end strategy for the Stores and Telesales channels for both Mobile and D+, ensuring alignment with the business’ revenue targets and customer experience standards
• Revenue Optimization Initiatives: Lead initiatives focused on increasing sales/revenue and driving productivity within both channels. Drive initiatives to improve sales efficiency, lead conversion, and customer acquisition across both channels. Ensure standardization in the execution of offers, promotions, and customer interactions across all Stores and Telesales operations

Execution and Performance Management:

• Market Support Leadership: Provide ongoing strategic guidance to local market teams to ensure the effective execution of sales strategies for both Mobile and D+ services. Delivering guidelines to negotiate with third party allies and support markets in identifying opportunities and overcoming challenges in the sales processes
• Market Penetration and Productivity Enhancement: Drive efforts to increase market penetration and channel effectiveness by identifying and implementing strategies that boost reach and resource allocation efficiency
• Performance Monitoring and Analysis: Conduct in-depth analysis of channel performance metrics (i.e. productivity, lead generation, telesales campaigns, etc), pinpoint areas for improvement, and implement strategic initiatives to significantly enhance productivity and profitability
• Commission Structure Management: Ensure that the commission and incentive structures are optimized to drive the desired behavior and high performance across both channels for Mobile and D+, contributing directly to improved productivity and sales increase

Collaboration and Communication:

• Collaboration Across Departments: Work closely with marketing, product development, TI and operations teams to align the Stores and Telesales channel with broader business goals and optimize sales strategies for both Mobile and D+
• Strategic Communication: Ensure effective communication of key performance insights, strategies, and results to senior management, ensuring alignment with company goals and fostering cross-functional cooperation

Reporting and Analysis:

• Comprehensive Reporting: Prepare and deliver detailed performance reports to senior management, with a focus on channel performance, emerging trends, growth initiatives, and actionable insights for continuous improvement of both Mobile and D+ sales channels
• Market Insights Generation: Gather and analyze critical market insights to inform strategic adjustments and drive ongoing operational enhancements

Academic Qualifications and Experience Required:

• Minimum 3-5 years of experience in direct sales, preferably in Retail, Stores and/or Telesales, telemarketing, or field sales, with a proven track record in managing sales channels and optimizing the end-to-end sales process

Functional Skills:

• Robust analytical skills to assess market performance metrics and derive actionable insights for continuous improvement
• Demonstrated leadership capabilities to influence and collaborate effectively with cross-functional teams and key market stakeholder
• Excellent communication and interpersonal skills to foster collaboration and drive alignment across diverse teams

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.