Head of Retail

Company description:

Digicel Group Limited

Job description:

Job Title: Head of Retail

Primary objective of the job:

• The Head of Retail will drive excellence and innovation across all areas of the Digicel Jamaica retail ecosystem with an emphasis on world class Customer Experience.
• As we expand our offering into the retail space, we need to ensure that our infrastructure, systems, people and partners are all aligned with our commitment to excellence and designed for success.
• This individual will also be responsible for future-proofing our retail ecosystem as we look to bring additional new business areas to life including but not limited to eCommerce and Financial Services offerings.

Main Duties and Responsibilities

• Develop and execute a strategy that positions Digicel as the leading Customer Experience brand across Jamaica
• Leading by example, create an environment of extreme high performance achieving and surpassing all KPI’s
• Critically assess all aspects of Digicel retail operations Island-wide and implement any appropriate transformation initiatives necessary with a view to creating a truly ‘customer-centric’ environment
• Review all retail supplier relationships to ensure world class delivery of partner goods and services to Digicel
• Create and drive a culture of personal responsibility and continuous improvement across all areas of retail across the footprint
• Manage all aspects of retail capex spend across Jamaica Market
• Keep all stores look and feel, updated and following GS&D guidelines, guaranteeing the best customer experience and Dealer experience
• Ensure shared objectives with dealers  are defined, pursued and achieved in support to the FY plan.
• Drive stores sales and profitability in line with the FY budget
• Keep CSRs correctly skilled with relevant training about Retail, products and promotions, aligned with GS&D
• Implement CSR incentives to support business goals and aligned with Dealers.
• Ensure all stores work with daily targets broken down by LOB and per CSR, and daily performance tables are reviewed in stores (daily)
• Comply with GS&D reports on time and high accuracy

Academic Qualification and Experience:

• 10+ years’ experience leading retail operations within a world class customer centric organisation
• Primary Degree + Professional Qualifications
• Strong experience leading negotiations with retail partners and suppliers, driving procurement excellence
• Strong experience managing a variety of partner models across retail operations
• Track record of delighting customers through the creation of award winning Customer Experience journeys
• Understanding of public policy and policy making framework