Head of B2C

Company description:

Digicel Group Limited

Job description:

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.

Job Title:

Head of Business to Consumer (B2C)

Primary objective of the job: 

The Head of B2C will be responsible for the development and execution of strategies to engage and grow the consumer base across Mobile and Digicel+ revenue lines ensuring budget achievement. This role involves leading and aligning sales, marketing and customer experience  ensuring the company’s services meet the needs of its B2C customer segments.

Main Duties and Responsibilities:

• Strategic Planning & Execution:
  • Develop and execute the B2C strategy to drive business growth, focusing on customer acquisition, retention, and brand loyalty.
  • Analyze market trends, customer behavior, and competitor activities to define clear objectives and actions.
  • Align the B2C strategy with the company’s overall objectives and ensure effective implementation across all relevant business functions.
• Customer Experience & Engagement:
  • Lead efforts to enhance the customer journey, from pre-sale to post-sale, ensuring a seamless and engaging experience across all touchpoints (e.g., mobile Digicel+, retail, customer service).
  • Innovate and implement strategies to improve customer satisfaction and reduce churn rates.
• Revenue Growth:
  • Oversee pricing, promotions, and bundling strategies to optimize revenue and margin growth.
  • Develop and drive campaigns to increase sales, maximize upselling and convergence opportunities, and enhance profitability.
• Product & Service Portfolio Management:
  • Manage and optimize the portfolio of products and services for the B2C segment, ensuring the offerings meet consumer needs.
  • Collaborate with product development and marketing teams to launch new services, ensure competitive pricing, and position the company as a leader in the market.
• Team Leadership & Development:
  • Lead, mentor, and develop a high-performing B2C team across various functions, including sales, marketing, customer service, and digital.
  • Foster a culture of collaboration, innovation, and customer-centricity within the B2C division.
• Marketing & Branding:
  • Work closely with the marketing team to develop targeted campaigns for B2C customers, ensuring effective communication of value propositions and the company’s offerings.
  • Ensure brand consistency and build awareness to drive customer acquisition and loyalty.
• Financial Management:
  • Develop and manage the B2C budget, ensuring cost-effective spending aligned with business objectives.
  • Monitor key financial metrics, such as ARPU (average revenue per user), customer lifetime value, and churn rates.
• Digital Transformation & Innovation:
  • Lead digital initiatives aimed at improving customer engagement, including the adoption of digital self-service, mobile platforms, and innovative customer support solutions.
  • Keep the business at the forefront of industry trends, leveraging technology to provide superior customer service and experiences.
• Cross-functional Collaboration:
  • Collaborate with the sales, marketing, customer experience, and IT teams to ensure alignment across the organization and a unified approach to serving B2C customers.
  • Build strong relationships with external partners, including agencies, vendors, and third-party service providers.
• Reporting & Analytics:
  • Prepare weekly and monthly reports tracking performance against KPIs, identifying opportunities for improvement.
  • Regularly report to senior leadership on B2C performance, challenges, and growth initiatives.

Academic Qualifications and Experience Required:

• Bachelor’s Degree in Business Administration, Marketing, Telecommunications, or related fields.
• MBA or advanced degree is a plus.
• At least 8-10 years of experience in B2C roles within the telecommunications or related sectors, with a minimum of 3-5 years in a leadership position.
• Proven track record of developing and executing customer acquisition, retention strategies and achievements of budget.
• Experience in leading cross-functional teams and managing large, complex customer-facing operations.

Functional Skills:

• Excellent problem-solving skills
• Strong analytical skills
• Strong written and verbal communication skills

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. The 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.

Profile description:

The Head of B2C will be responsible for the development and execution of strategies to engage and grow the consumer base across Mobile and Digicel+ revenue lines ensuring budget achievement. This role involves leading and aligning sales, marketing and customer experience  ensuring the company’s services meet the needs of its B2C customer segments.