Job Description

The Retail Sales Lead is responsible for the overall management and day-to-day operations of the Grand Turk store. This role ensures the delivery of exceptional customer service, achievement of sales targets, adherence to operational standards, and effective team and store management including:

Main Duties and responsibilities:

Sales & Customer Service

• Promote and sell all Digicel Mobile and Digicel+ products and services
• Deliver exceptional customer service and resolve queries efficiently
• Identify customer needs and recommend appropriate solutions
• Drive upselling and cross-selling opportunities
• Ensure accurate communication of product features, pricing, and terms and conditions

Store Operations

• Ensure the store operates within designated hours
• Monitor and track store performance against targets
• Prepare and submit account adjustment documentation within approved thresholds
• Conduct daily standards audits and report issues
• Achieve minimum audit scores (80% Mystery Shopper, 90% Look & Feel)
• Prepare end-of-day sales and inventory reconciliations
• Safeguard all cash and financial assets and facilitate bank deposits

Merchandising

• Maintain a clean, organized, and visually appealing store
• Ensure all products are correctly displayed with accurate pricing
• Conduct daily stock counts and maintain inventory accuracy
• Ensure sufficient stock levels and availability of accessories
• Report any damage or display issues promptly

Cash Handling & POS Management

• Process all transactions using Digicel POS systems (e.g., Transact, Broadhub)
• Ensure accurate cash handling and balancing at end of day
• Complete and submit daily cash and sales reports
• Adhere strictly to cash handling procedures

Escalations & Systems

• Escalate system issues (Transact, ECARE, CAIN, MINSAT, ERAS, INSwitch, Overture, Broadhub) using established procedures
• Manage and escalate customer complaints as per escalation matrix

General Responsibilities

• Implement cost control measures
• Achieve daily, weekly, and monthly sales targets
• Maintain up-to-date knowledge of products, services, and promotions
• Promote Digicel apps and digital solutions
• Attend all required meetings and complete mandatory training
• Adhere to company policies, procedures, and brand standards
• Perform any other duties assigned by authorized personnel.

Academic qualifications and experience required for job:

• Minimum 5 CXC/GCE O'levels (including English Language and Mathematics or numerical equivalent)
• Proficiency in Microsoft Word and Excel
• Previous sales experience, with proven results (preferred)
• Experience in a customer service environment (required)
• Knowledge of smartphones, apps and digital tools including social media (advantage)
• A second language is an asset (Spanish, Creole or French)

Functional Skills:

• Excellent Customer Service Skills
• Financial acumen and attention to detail
• Strong time management and multitasking ability
• Excellent communication skills (verbal and written)
• Flexible and problem-solving skills
• Ability to quickly learn new systems and understand customers’ environments