General Manager: Business Solutions

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: General Manager – Business Solutions

Primary objective of the job:

The General Manager is responsible for developing Digicel’s Business through established sales performance management and monitoring processes. The General Manager continuously drives revenue generation through new acquisitions and development of existing customer base via Regional Sales Managers & Business Account Managers. Owns P&L for the market, Operational team, Service Delivery, Commercial Strategy, Bid Management and Marketing.

Main Duties and Responsibilities:

• Drive and own growth of P&L across ICT, Managed Service and Mobile business lines. Review performance data (financial, sales and activity reports) to monitor and measure productivity, goal progress and activity levels
• Perform operational effectiveness and customer-first focus
• Increase bid results over the FY
• Grow and Drive NPS performance in market
• Increase staff effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining employees; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions.
• Performance manage a team of Regional Sales Managers & Business Account Managers to deliver sales and revenue targets
• Coach team on different selling techniques and business prospecting to feed pipeline in order to effectively perform their roles
• Possesses sufficient knowledge of different types of customer needs and their buying processes to spot potential opportunities and sell Digicel products and services
• Package and present a solution to a typical customer, verbally and/or in writing
• Possesses techniques for demonstrating tangible and intangible benefits to clients
• Understands customer objections in own area and has strategies for dealing with these
• Operational focus and successfully drive new product launches & commercial strategies
• Manages and owns service delivery to drive customer first experience
• Drive sales growth across telesales, SMB, Enterprise, Strategic and Government sales channels
• Builds company image by collaborating with customers, government and employees; enforcing ethical business practices.
• Can assist the team to close a potential sale with a typical customer in own area
• Represents the market as the B2B head at business events.

DIGICEL PRODUCT AND SERVICE KNOWLEDGE

• Has Knowledge of previous, current and future Digicel propositions, products and services, including emerging technologies.
• Have a good understanding of functionality, pricing and benefits of a subset of Digicel propositions, products and services to explain to customers/clients, in detail, how and why they should use them.
• Possesses sufficient knowledge of competitor products and services to discuss comparability with customers/clients.
• Has sufficient general knowledge of the technology that supports these products and services to explain to customers/clients, in simple terms, how they work.
• Has enough practical knowledge of a subset of Digicel propositions, products and services to demonstrate them to customers/clients, and field questions.
• Knows how to build Digicel propositions, products and services into solutions that meet a wide range of customer and client needs.
• Has sufficient knowledge of future Digicel propositions, products and services to explain to customers/clients.
• Has sufficient knowledge of current and future promotions to explain to customers/clients.
• Knows where to find more detailed, comprehensive and up-to-date information on Digicel propositions, products and services.

ACCOUNT PLANNING AND DEVELOPMENT KNOWLEDGE AND TOOLS

• Is able to coach the team to grow client accounts by developing Digicel relationship with the client, identifying opportunities, and taking a planned approach to seizing them.
• Possesses techniques for developing effective relationships with board level stakeholders in order to understand respond to their motives and requirements when account planning.
• Possesses advanced techniques for assessing future potential of accounts and knows how to coach/support others.
• Understands the concept of balance of trade and knows how to use this to reach mutually beneficial reciprocal arrangements with clients.
• Has advanced knowledge of a range of techniques for seizing long-term opportunities to entangle the client with a complex mix of products and services across their business.
• Understands the concept of supply chain management, and how Digicel can assist businesses in this area.
• Knows how to co-ordinate a web of contacts at multiple levels within the client and Digicel, to deliver a consistent sales message tailored to individual audiences.
• Has sufficient knowledge of concepts and techniques of account planning and development to coach/support others.

CONSULTATIVE/PARTNERSHIP SELLING KNOWLEDGE AND TOOLS

• Has good Knowledge of how to form partnerships with clients to develop and execute leading edge solutions and concepts.
• Understands how to build partnerships with clients.
• Understands how to identify key business drivers and how to shape solutions that support these.
• Understands, in broad terms, the relationship between a client's IT strategy and the potential solutions.
• Understands how to use simple problem solving and facilitation techniques to develop high value proposals and solutions in collaboration with clients.
• Understands how key decision makers work, their typical needs and motives, and what techniques they use, and has own strategies to deal with these.
• Possesses techniques for demonstrating tangible and intangible benefits to client’s e.g. case studies, benchmark information from comparable organizations, or simple return on investment modeling.
• Has sufficient knowledge of third party sources of products and services to advise clients on their options.
• Understands how to conduct effective reviews after significant bids and identify learning points for future tenders.

PRICING

• Has Knowledge of how to price products and services
• Knows how to calculate return on investment and break even + pay back periods.
• Has a thorough understanding of the pricing models that operate in own area and knows how to apply them across a range of situations.
• Has awareness for potential risks to profitability.
• Understands the cost components that underpin the standard pricing models and knows how to use this information to price in complex or novel situations.
• Knows when and how to offer discounts to customers to attract profitable business.
• Possesses techniques for establishing and quantifying value or benefit for the customer, for example financial case studies.
• Influence, review and evaluate tender/RFP documents from customers or their designated representative for technical and commercial requirements, co-ordinate with suppliers and other persons in developing, preparing and submitting of competitive proposals/bids.
• Develop an understanding of the contractual requirements in bids and refer to legal department for review.
• Follow-up and negotiate successful closure on all tenders, bids, proposals etc. and provide relevant feedback throughout the process

Academic Qualifications and Experience Required:

• Degree in Business Management or equivalent
• 10 years in team/market management experience
• 10 years of people management experience
• Experience in and with the mobile telecommunications sector would be considered a valuable asset.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Customer Focused
• Able to operate autonomously and demonstrate initiative in problem solving, decision making and proactive approach to job.
• Selling and negotiation skills
• A team player
• Excellent interpersonal skills
• Presentation skills
• Process Improvement
• Strategic Planning
• Values (Personal)
• Leadership Cost Management
• Financial Planning and Strategy
• Creativity/Innovation
• Communication
• Planning & Organizing
• Professional Ethos

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.