Job Details

Job Description

DEPARTMENT : Marketing

VACANCY : Head Customer Experience and Retention

LEVEL : Senior Manager

LOCATION : Lusaka, HQ

JOB PURPOSE

To develop and lead customer lifecycle engagements across different touch points to improve customer satisfaction, loyalty and minimizing churn.

CORE RESPONSIBILITIES ARE:

• i.] Increase Customer Satisfaction
  • • Develop and manage customer lifecycle framework (GSM and Mobile Money)
  • • Prepare scripts and best answers to our customer touch points.
  • • Streamline and align the CX activities between marketing & other departments.
• ii.] Minimize Churn & maximize win-backs
  • • Develop and maintain an effective Loyalty Program and ensure active participation of members.
  • • Monitor and track quality of acquisition and coordinate with relevant stakeholder to improve it.
  • • Maximize win-backs and reconnections through different ATL and BTL activities.
• iii.] Increase customer Value
  • • Conduct Market Intelligence
  • • Conduct Competitor analysis
• iv.] People Management
  • • Manage all internal and external stakeholders relevant for the execution of duties.

REQUIREMENTS

Educational Qualifications & Functional / Technical Skills:

• • Bachelor’s degree in marketing/commerce/marketing or related Degree.
• • Master’s in business administration/marketing/commerce is an added advantage.

Relevant Experience:

• • 8-10 years of work experience with ~ 3years of relevant experience in Telecom.
• • Understanding of population demographics.
• • Sound understanding of generic Teleco customer facing applications.
• • Extensive knowledge of telecom workflows to ensure effective integration on different product & system platforms.

COMPETENCIES REQUIRED FOR THE POST

• • Entrepreneurial & Business acumen
• • Innovation
• • Strong technical aptitude & IT savvy
• • Strong communication skills
• • Project Management Skills
• • Highly Result Oriented believes in teamwork.
• • Strong analytical skills able to draw conclusions from data, management information and trends.

CLOSING DATE:

Suitable candidates requested to apply by sending through their CV’s to [email protected] . Closing date for receiving applications is Wednesday, 11th September, 2024. Clearly indicate the role you are applying for in the Subject field.

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

Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.