Regional Operations Director - All regions at Airtel

Develop and direct all Sales & Distribution activities in region of assignment comprising all the zones, ensuring all revenue and customer market share targets are met through deep and wide distribution of all product offerings within the localized context

Responsibilities

Acquisition & Customer Market Share (CMS) growth

• Strategize and implement actions plans to deliver target CMS through clear action plans for both Postpaid and Prepaid business. 
• Drive all activities towards scheme planning, productivity enhancement, distribution expansion & monitoring competition activity

Revenue Market Share (RMS) growth

• Ensure the Region continues to get revenue market share in excess of CMS through implementing revenue enhancement initiatives by managing own base to deliver higher revenue’s 
• Drive outgoing usages, VAS etc. 
• Focus on churning high value competition customers

CSMM

• Deliver world class customer service at all touch points in the territory leading to customer loyalty and advocacy. 
• Implement/change & monitor customer interfacing processes both at backend and front end towards building customer sensitivity in the team 

Network

• Monitoring Network KPIs to ensure they are at the agreed levels thereby creating excellent customer experience.
• Direct Network team by innovatively devising commercial schemes to optimize network quality 

Net Revenue

• Deliver the Region’s net revenue objectives through constantly improving own base management for revenue

Channel Satisfaction

• Ensure that all channel partners have great pride of association through legitimate & good profits and grow with the organization. 
• Build process and systems for them to deal with trade/customers in a transparent manner

Financial

• Ensure the territory meets the desired financial deliverables by keeping operating cost and bad debts under control/plan. 
• Ensure every Naira spend is right and delivers quality of acquisition of customers.

Build a capable and motivated team  

• Drive regular feedback and reviews with each team member through structured training and on the job coaching 
• Play a critical role to ensure employee engagement & passion 
• Lead initiatives geared towards reducing attrition and retaining talent.
• Establish performance expectations and regularly review individual performance
• Recommend appropriate rewards and recognition

DIMENSIONS

Financial Dimensions 

• Budget
• Revenue base 
• Subscriber base 
• Revenue Market Share
• Budget – Assigned S & D, marketing budgets
• Geographical span (circle job / zonal job/regional job) 
• Churn & customer satisfaction
• Customer Service Delivery
• OPEX & bad debts to Finance 
• Process adherence to business excellence
• Product segments of Postpaid, Prepaid & Data

Other Dimensions 

• Team Size
• No. of direct reports
• Off-rolls project team
• No. of technology partners/ vendors
• Employee Development & Retention

Qualifications

Educational Qualifications  

• Bachelors degree in social sciences  
• Masters in Business Administration would be preferred additional qualification

Relevant Experience & Functional / Technical Skills

• Minimum of 15 years of varied experience in Sales & Distribution – at least 10 years of relevant experience in Telecom 
• Extensive knowledge of telecoms business and value chain and sound understanding of distribution models and route to market

Other requirements 

• Ability to innovate and deliver value to business at multiple levels will play an important role 
• Ability to manage large scale with a very wide geographical scope across region of assignment
• Ability to manage an outsourcing partner to deliver business solution
• High on interpersonal skills.
• Sound sales & Distribution experience – combination of both FMCG/Direct marketing
• Sensitive to understand customer expectations
• Sound analytical skills
• Strong communication skills and should be able to lead cross functional teams.
• High level of planning & execution capabilities