Agent Channel Manager

About the job

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving 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 its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Role Purpose:

Responsible for Mobile Financial Services Unit Go-To-Market Channel and Customer Acquisition, reporting to Mobile Financial Services Director. Planning and execution of all Mobile Financial Services Distribution nationwide.

• Distribution Network Management
  • Devises channel development strategy and goals
    Designs and communicates Master Agents and Agent commissions and incentive models and monitors efficacy for driving performance
    Manages relationship with the Master Agents as it relates to MFS
    Monitors monthly Master Agent KPIs and reviews their performance
    Grows the Agent network in response to customer demand and opportunity and ensure that Agent Master Database is maintained
    Monitors Agent KPIs and deals with any underperformance
    Develops appropriate distribution channels for new products
    Manages distribution of new products via existing channels
    Works with Product Manager to determine how product changes and new agent features are received in the field
    Collaborates with Customer Acquisition Manager to execute community events to boost Agents as channels for acquisition
    Constitutes main liaison with Company Mobile Market Team, ensuring that MFS is represented appropriately in the Mobile Channel
• Trade Branding
  • Defines appropriate trade branding and signage and manages inventory and procurement of branding materials
    Ensures distribution trade branding and signage ensuring standardization and visibility to customers
• Quality Assurance
  • Ensures efficient management of new Agent onboarding process ensuring that new agents are well trained and knowledgeable about MFS products and incentives
    Ensures monitoring and retraining process for all agents
    Devises Agent training materials and procurement and distribution of such materials
    Ensures devise communication between Master Agent and Agent service levels
    Ensures constant monitoring and auditing of Agents to assess their quality of customer service via visitation and processes such as mystery shopping
    Devises processes for Agent issue resolution and customer complaints regarding agents
• Analytics
  • Creates tools for the efficient and timely monitoring of team and business performance
    Monitors performance data to detect fraud and implements control and mitigation procedures where required
    Reports on daily and monthly performance of promoter and marketing assistant teams
    Analyses promoter performance to calculate and execute commissions and incentive payments
    Provides transaction and performance data to regional coordinators and supervisors
    Analyses efficacy of churn reduction strategies such as disconnection call outs
    Analyses vendor performance metrics, e.g. BTL and transportation vendors
    Analyses impact of various customer acquisition techniques and documents successful methods
    Analyzes channel performance and executes monthly commissions and incentive payments
    Ensures regular monitoring of Master Agents and Agent performance and creates health reports
    Analyzes data in order to detect any fraud committed by Agents
    Manages channel reports to monitor business development and territory performance
• Market Intelligence
  • Be aware of and investigate the activities of competition in the market, propose counter activities and learnings from competitor efforts
    Explore new avenues and potential partnerships for customer acquisition

QUALIFICATION AND EXPERIENCE

• University degree, masters level preferred
  Preferably PMP or Prince certified
  Proficiency with IT software such as Excel, power point, Word, etc is a must
  Ability to communicate clearly and concisely in verbal and written English essential
  Minimum 5 years’ managerial experience with field and operations experience, preferably in FMCG
  Demonstrated experience in management of complex projects (operational and tactical)
  Strong numerical, analytical and critical thinking skills
  Experience managing distribution networks and ability to distribute products, services and information to networks efficiently