Retail & Distribution Supervisor

About Digicel

Digicel is a leading digital connectivity and communications provider, delivering modern wireless and fibre networks across 25 markets in the Caribbean, Central and South America. Serving nine million customers through mobile, home, and business solutions, we play a critical role in enabling economic participation and digital inclusion in the region. Our commitment to strong governance, inclusive access, and long-term value creation is embedded in how we operate every day. Backed by our DIGI values - Diversity, Integrity, Growth, and Innovation - our 5,000 employees are focused on driving impact for the customers, communities, and countries we serve.

Visit www.digicelgroup.com for more.

JOB OVERVIEW

Job Title: Retail & Distribution Supervisor
Department: Consumer Sales
Reports To: Head of Consumer Sales
Direct Reports: Retail & Distribution Coordinator and Retail Staff
Functional Oversight: Third-party distributors, dealers, resellers and distribution partners
Location: As Assigned

JOB PURPOSE

The Retail & Distribution Supervisor is responsible for overseeing the performance, operations and development of the retail and distribution channels to drive sales growth, revenue generation, customer acquisition and operational excellence.

The role provides direct leadership to the Retail & Distribution Coordinator and Retail Staff, ensuring effective execution of sales initiatives, consistent customer service standards, inventory controls and compliance across the retail and distribution network.

The Supervisor is accountable for optimizing channel productivity, strengthening distributor and reseller relationships, improving market coverage and ensuring that products and services are effectively available and accessible to customers.

KEY RESPONSIBILITIES

1. Team Leadership & Performance Management

- Provide direct supervision, leadership and performance management to the Retail & Distribution Coordinator and Retail Staff.

- Establish clear individual and team performance objectives aligned with retail and distribution sales targets.

- Oversee staff scheduling, attendance, productivity and operational coverage across retail locations.

- Conduct regular performance reviews, coaching sessions and team meetings to improve performance and accountability.

- Delegate and monitor daily operational activities through the Retail & Distribution Coordinator, ensuring timely execution and follow-up.

- Identify performance gaps and implement corrective actions and development plans where required.

- Support staff onboarding and coordinate product, sales and customer service training.

- Foster a results-driven, customer-focused and collaborative working environment.

2. Retail Operations & Store Performance

- Oversee daily operations across company-owned retail stores and applicable partner-operated retail locations.

- Ensure compliance with retail operating procedures, customer service standards, merchandising guidelines and brand requirements.

- Monitor store-level sales performance, customer acquisition, product attachment and operational KPIs.

- Conduct regular retail visits and operational assessments to evaluate store performance, presentation, customer experience and compliance.

- Ensure appropriate staffing, stock availability, sales tools and operational readiness across retail locations.

- Identify opportunities to improve store productivity, customer conversion and sales performance.

- Work closely with the Retail & Distribution Coordinator to resolve operational issues and maintain consistent execution standards.

- Implement corrective actions to address underperforming stores, service gaps and compliance concerns.

3. Distribution Network & Channel Management

- Oversee the performance and development of the distribution network, including dealers, resellers, agents and third-party partners.

- Manage distributor and reseller relationships to strengthen market coverage, product availability and sales productivity.

- Monitor distribution performance against agreed sales targets, activation levels, revenue contribution and channel KPIs.

- Identify opportunities to expand distribution reach, improve reseller activation and strengthen underperforming channels.

- Oversee the coordination of SIM cards, handsets, recharge products and other approved products across the distribution network.

- Ensure regular market visits and reseller engagement are completed by the Retail & Distribution Coordinator.

- Monitor reseller branding, merchandising, product availability and compliance with sales guidelines.

- Coordinate the resolution of distribution issues, including product availability, reseller support and kiosk-related operational challenges.

- Support distributor agreement reviews, commercial discussions and compliance monitoring in collaboration with relevant stakeholders.

4. Inventory Management & Operational Controls

- Oversee inventory planning, allocation, replenishment and stock movement across retail and distribution channels.

- Work with Supply Chain and relevant stakeholders to forecast product demand and maintain appropriate inventory levels.

- Ensure accurate tracking and reconciliation of SIM cards, handsets, recharge products and other assigned inventory.

- Monitor stock ageing, shortages, discrepancies and potential losses, ensuring timely investigation and resolution.

- Establish and enforce inventory handling, storage, reconciliation and reporting controls.

- Oversee the Retail & Distribution Coordinator's execution of stock distribution, replenishment and inventory tracking activities.

- Ensure compliance with cash handling, sales transactions, inventory security and other applicable operational policies.

5. Sales Performance & Revenue Growth

- Drive achievement of retail and distribution sales targets, including gross additions, activations, revenue and other assigned commercial KPIs.

- Translate approved commercial strategies into actionable retail and distribution execution plans.

- Monitor daily, weekly and monthly sales performance across stores, distributors and reseller channels.

- Identify sales gaps, underperforming locations and opportunities to improve customer acquisition and revenue generation.

- Implement targeted sales improvement initiatives, channel incentives and promotional activities in collaboration with the relevant teams.

- Collaborate with Marketing and Commercial teams to ensure effective execution of campaigns, promotions and product launches.

- Monitor market developments, competitor activity and customer preferences to recommend opportunities for growth.

- Promote cross-selling and upselling of relevant Mobile and Digicel+ products and services through retail channels.

6. Customer Experience & Operational Compliance

- Ensure retail staff and distribution partners consistently adhere to company customer service standards and sales procedures.

- Oversee the resolution of escalated customer complaints and operational issues originating from retail and distribution channels.

- Monitor sales quality, customer verification, activation accuracy and adherence to compliance requirements.

- Identify recurring customer experience issues and implement corrective actions in collaboration with relevant departments.

- Ensure retail locations and distribution partners maintain appropriate branding, merchandising and professional standards.

- Conduct periodic compliance reviews and ensure timely closure of identified gaps.

- Support initiatives aimed at improving customer satisfaction, reducing sales errors and strengthening customer retention.

7. Reporting, Analysis & Performance Governance

- Prepare and submit regular retail and distribution performance reports to the Head of Consumer Sales.

- Monitor and report on sales achievement, channel productivity, customer acquisition, inventory performance and operational compliance.

- Review reports and operational updates submitted by the Retail & Distribution Coordinator to identify trends, risks and improvement opportunities.

- Maintain visibility of distributor performance, reseller activity, stock availability and retail operational challenges.

- Provide actionable insights and recommendations to improve channel effectiveness and commercial performance.

- Track agreed corrective actions and ensure timely implementation of performance improvement initiatives.

- Support budget planning, sales forecasting and resource allocation for retail and distribution operations.

Other Duties: Perform other reasonable duties within the scope of the position as periodically assigned by the Head of Consumer Sales.

KEY PERFORMANCE INDICATORS (KPIs)

Performance Area

Key Measures

Retail Sales

Sales target achievement, gross additions, activations and revenue

Distribution Performance

Distributor and reseller productivity, active reseller base and channel sales achievement

Channel Expansion

Market coverage, reseller activation and distribution growth

Team Performance

Staff productivity, target achievement and performance improvement

Inventory Management

Stock availability, reconciliation accuracy, stock ageing and inventory losses

Retail Operations

Store compliance, operational readiness and merchandising standards

Customer Experience

Customer satisfaction, complaint resolution and sales quality

Operational Efficiency

Timely reporting, issue resolution and completion of corrective actions

ACADEMIC QUALIFICATIONS & EXPERIENCE

- Bachelor's degree in Business Administration, Management, Marketing or a related field; equivalent relevant experience may be considered.

- Minimum of 3 years' experience in retail sales, distribution, channel operations or a related commercial environment.

- At least 2 years' experience in a supervisory or team leadership capacity is preferred.

- Experience managing retail staff, distributors, dealers or reseller networks.

- Telecommunications or FMCG distribution experience would be an advantage.

- Working knowledge of retail operations, inventory controls, sales performance management and customer service standards.

SKILLS & COMPETENCIES

- Strong leadership, coaching and people management skills.

- Proven ability to drive sales performance and operational execution.

- Excellent communication, interpersonal and relationship management skills.

- Strong organizational, planning and multitasking abilities.

- Analytical and data-driven approach to performance management and decision-making.

- Sound understanding of retail operations, distribution networks and inventory management.

- Strong problem-solving and conflict resolution skills.

- Ability to manage multiple stakeholders and competing priorities.

- Proficiency in Microsoft Office applications, particularly Excel, PowerPoint, Word and Outlook.

- Familiarity with point-of-sale systems, inventory management applications and sales reporting tools.

- Results-oriented, adaptable and comfortable working in a fast-paced commercial environment.

WORKING CONDITIONS

The position generally operates during standard business hours, Monday to Friday, 9:00 a.m. to 5:00 p.m.

Flexibility is required to support retail operating hours, weekend sales activities, distributor engagement, market visits and critical operational deadlines.

Regular visits to retail stores, reseller locations and distribution partners will be required.

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.