Leads the Agent Development and Retention Department to ensure compliance with company polices and procedure and targets are met. Provides ongoing professional, strategic and technical support in the development and retention of Agents. Provides excellent agent development and retention service to Agents, as well as internal and external customers. Monitors and advises on relevant activities within the CAGE  market. Maintains and supports effective staff and customer relationships.


Education and Work Experience:

  • A Bachelor’s Degree in Sales and Marketing, Business Management or related field from a recognized academic institution, with a minimum of three (3) years’ experience in route sales or similar capacity.
  • In lieu of formal education or specifically required qualification, a minimum of five (5) years’ experience in route sales or similar capacity  as a manager or supervisor.
  • Formal training in Customer Service would be an asset.
  • Certificate in Computer Applications, including Microsoft Office Suite.


Special Job Skills & Knowledge Requirements:

  • Expert knowledge of CAGE customer base.
  • Proficiency in market analysis.
  • Proficiency in the use of software applications (Microsoft Office suite); report writing and presentation skills.
  • Ability to lead and motivate team.
  • Excellent people skills and ability to build relationships at all levels to maintain loyalty.
  • Ability to create win-win situations while deriving desired outcome.
  • Ability to demonstrate complete discretion and confidentiality.
  • Sound verbal, written and listening communications.
  • Ability to analyze mathematical data.
  • Ability to quickly grasp concepts, define problems, collect data, establish facts and draw valid conclusions.
  • Knowledge of Market’s Labour Legislation.
  • Must own or have access to a private motor vehicle and provide proof of valid automobile insurance.
  • Must possess a valid driver’s license, appropriate for operating vehicle.
  • Effective time management.


Essential Duties and Responsibilities include the following. Other duties may be assigned:

  • Communicates targets to team, evaluates performance, coach and provides feedback.
  • Daily and consistently, explores market for new locations.
  • Creates list of Agents ready for deployment.
  • Assists with the vetting of potential Agents.
  • Works with Agent Development & Retention Officers to ensure agent development and retention targets are met.
  • Coordinates the activities of Agent Development & Retention Officers, in agent acquisition and retention.
  • Conducts weekly spot checks of ARDOs visits to Agents.
  • Assists with the introduction of new products and in developing content of marketing and promotional materials.
  • Conducts regular departmental meetings to addresses issues, strengthen team cohesion and ensure team alignment.
  • Facilitates the resolution of Agent issues with various departments.
  • Works with Agents in obtaining approval for promotions and in evaluating company-sponsored promotions.
  • In conjunction with Operations, follows up on requests for new agent locations, and conducts site surveys for the placement of VLTs.
  • Assists with training of the ADROs including ride a long for in-field training.
  • Liaises with the Regional ADRO and Corporate Director for Agent Development & Retention to ensure all personnel are fully trained and up to date in all functional aspects of VLT and Edge systems.
  • Completes spot checks visits to Agents on a weekly basis.
  • Leads in signing up new agents.
  • Assists in the setup of new Agent locations.
  • Assists in the deployment of marketing and promotional materials.
  • Provides timely field feedback regarding Agent practices, ideas and issues.
  • Attends weekly management meeting and provides updates to management team.
  • Assists Operations with coordinating and executing deployment plans, by liaising with Logistics, Technical, Marketing, Accounting and any other department or external provider, to facilitate the process.
  • Acts as Lead liaison with Corporate Legal & Compliance department in ensuring requests for Compliance Approvals and approved agent contracts are submitted in a timely manner and follows up on outstanding approval requests.
  • Assists Accounting and Marketing with monitoring Agent KOIs such as Bills-In, End of Day (EODs) and other performance criteria.
  • Assists with development and execution of agent promotions as well as preparation of weekly analysis report.
  • Assists with training and remedial training of Agents.
  • Prepares weekly department rosters.
  • Performs employee performance evaluation as required and annually.
  • Performs other relevant tasks in support of departmental and overall corporate goals and objectives, as may be requested from time-to-time.


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