Retail Operations 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.

DIGICEL ANGUILLA

Digicel is seeking a suitable candidate with experience who thrives in fast paced, dynamic and innovative environment to fill the role of Retail Operations Manager. Digicel is recognized for being the best in the telecommunications industry and this is your opportunity to be a key player in a top-class company.

Job Overview:

To lead the Retail team strategically and operationally to deliver stringent targets, increasing customer numbers and sales through service targets.  Working within a customer focused business, building strong relationships to continuously improve the retail channel and business performance. Work with other areas of the business such as Customer Care and TDD to ensure that cross-and up-selling opportunities are identified and exhausted.  Accountable for channel sales with great commercial awareness of the retail environment and the ability to drive and maintain consistent sales growth and profitability in a high volume and fast paced environment.

Main Duties and Responsibilities:

• Delivery of Retail channel’s targets and goals.
• Direct all aspects of Retail channel’s operations owning full budgetary authority for developing strategies that drive revenue and profitability.
• Closely monitor channel’s performance daily to ensure achievement of KPIs for sales and customer service. 
• Support and report monthly store activities to management. Make recommendations to close gaps identified at most the opportune time.
• Provide feedback to direct reports on their individual store performances and work closely along with them on individual store activities/initiatives to close gaps and improve on their progress against targets when necessary.
• Drive customer flow and control costs whilst achieving/over delivering on channel’s targets, budgets and objectives.
• Monitor competitive environment (product, pricing & services) to ensure Digicel maintains the competitive edge and remains the market leader in products, services, pricing and customer care.  Report findings to management.
• Leadership and motivation of Retail channel sales team.
• Provide support and training to sales channel personnel as necessary (i.e onboarding etc). 
• Act as team’s mentor, coach, and developer of people, talent and succession.
• Effectively plan, organize and prioritize key projects/assignments/tasks, delivering on time and within budget.
• Set challenging channel goals and deliver on business plans.
• Deploy logical decision making where the customer is centric to everything.
• Successfully manage and cascade change.
• Responsible for operational compliance initiatives across the channel including standardization and implementation of channel processes, policies and procedures in line with business guidelines.
• Monitor system user accesses for all Retail systems and employees on a quarterly basis to ensure information is always current and accurate (i.e terminated employees’ logins are deactivated, current employees access levels are correct etc.)
• Oversee financial management through inventory and cash controls, adjustment procedures and loss prevention.
• Support Retail personnel with all operational initiatives.
• Manage projects/tasks/assignments to implement new processes focused on improving operational performance and enhance the customer experience within the Retail channel.
• Ensure Retail channel personnel are kept current with product knowledge and policies/procedures through regular product knowledge assessments.
• Ensure that all company operating procedures are complied with throughout the stores to maintain brand integrity.

• Closely monitor stock (handset, SIMS, other devices and third-party inventory) and recharge levels across the channel to avoid stock outages.  Ensure that stock and recharge is ordered by the Team Leads in a timely manner.

• Manage the various bins in ARIA across the channel ensuring monthly purges.
• Provide management with regular reports on channel’s sales performance and store activities/initiatives.
• Assist with Group reports where necessary.
• Perform other duties as assigned.

Academic qualifications and experience required for job:

• BA or BS Degree (Business and Marketing/Finance preferred)
• 2-5 years’ related experience
• In-depth knowledge of telecommunications industry or similar
• Sales experience
• Management experience

Functional Skills:

• Thorough Knowledge and use of the Billing System, and customer care system.
• Knowledge of Digicel Products and Services
• Able to meet Deadlines
• Driven personality
• Strong interpersonal skills
• Team player and result oriented
• Able to work well under pressure
• Critical thinker
• Innovative
• Resilient use of initiative
• Superior conflict resolution and negotiation skills
• Excellent analytical and problem-solving skills and the ability to handle difficult situations diplomatically
• Strong leadership and motivational skills
• Highly developed written & oral communication skills
• Outstanding time management and organizational skills
• Ability to communicate and present complex ideas to diverse audiences
• Effective project management
• Computer literate
• Proficient in Microsoft Office Suite including Excel, Word, PowerPoint

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.