Consumer Sales 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 Objectives:

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 customer bases. Oversee the Marketing, Commercial, and Customer Experience.

Main Duties and Responsibilities:

• 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 audit 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 on-boarding and products and services through formal training and one-on-one coaching
• To co-ordinate sales technique training, both on board 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 KPI’s operations and activities, plus other reporting as required.
• Maintain customer satisfaction level of 80% measured through quarterly customer satisfaction surveys
• Provide feedback on performance to all and conduct performance review

Academic Qualifications and Experience:

• Tertiary Level Qualification in a directly related subject
• At Least 5 Years Directly related working experience in competitive FMCG Commercial environments, of which minimum 2 years in management role.

Functional Skills/Competencies:

• Excellent Communication and interpersonal skills
• Leadership and working as part of a team
• Ability to handle and deliver on multiple priorities from multiple stakeholders in a high pressure environment.
• Competency with Microsoft Word Applications – minimum Word, Excel, Outlook, Power Point
• 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 & 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
• Leadership Role

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.