Customer Value Specialist at Airtel

Job Description

DEPARTMENT : Home Broad Band

VACANCY : Customer Value Specialist

LEVEL : Officer

Duration of Contract : 1 year

LOCATION : Lusaka

JOB PURPOSE

Analyzing inactivity trends and implement programs and customer engagement campaigns across different touch points to improve customer satisfaction and loyalty thus minimizing churn for HBB.

CORE RESPONSIBILITIES ARE:

• Design and develop campaigns, loyalty programs and initiatives targeted at a segmented customer base.
• Maintain a thorough understanding of Airtel’s HBB products, and promotions to effectively address customer inquiries and offer appropriate solutions
• End to end campaign execution with the support of relevant stakeholders that includes development and implementation of approved test plans, and Identification of campaign performance gaps.
• Create retention and campaign management frameworks, including metrics and key performance indicators (KPIs).
• Run OBD/Tele-calling campaigns for win backs and generate a report of conversions
• Develop report dashboards for daily/weekly/monthly win backs campaign performance tracking
• Ensure campaign quality assurance in line with the governance and regulatory policy requirements
• Prepare and present regular reports on retention activities, customer feedback, and churn rates to the HBB Experience Manager
• Develop and execute customer satisfaction surveys for business decision making purposes
• Manage all HBB communication via all channels
• Ensure all communication adheres to policy and regulatory standards

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• Degree in Marketing, Statistics, Computer Science, Engineering, Actuarial or equivalent degree.
• Strong SQL data mining knowledge.
• Analytical skills and capabilities.
• Audience segmentation skills.

Relevant Experience:

• Minimum of three (03) years’ working experience in CVM campaign management and programming.
• Experience in a telecommunication environment will be an added advantage

OTHER REQUIREMENTS

• Effective written and verbal communication skills and stakeholder management
• Excellent commercial acumen
• Consumer Behavior Insights.
• Proactive and displaying entrepreneurial spirit

CLOSING DATE :

Suitable candidates requested to apply by sending through their CV’s to [email protected]. The closing date for receiving applications is Monday, 21st April 2025

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, disability, and ethnic grouping.

Kindly note that due to the high volume of applications received, only shortlisted candidates will be contacted. Please be sure to indicate the position you are applying for in the subject heading and remember to have all your relevant qualifications certified by ZAQA.