State Business Manager - North at Airtel

About the Role

• The purpose of the job is to plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.

Responsibilities
Increase revenue earning customer net additions – Prepaid:

• Identify and formulate zonal sales strategies to help drive gross additions
• Monitor churn & grace periods
• Supervise health of acquisitions and compliance on activations
• Oversee activating connections as per the stipulated turnaround times

Increase revenue earning customer net additions – Postpaid:

• Identify and formulate zonal sales strategies to help drive gross additions
• Monitor churn & grace periods
• Supervise health of acquisitions and compliance on activations
• Oversee activating connections as per the stipulated turnaround times

Achieve net revenue of the zone:

• Identify and formulate Customer Service development strategies to help drive Collections and Bad Debts performance of the zone 
• Propose and drive VAS Up selling activities 
• Drive the reduction of recharge turnovers and first bill churn & zero recharge.

Delivery on channel satisfaction score:

• Implement the audit and review of channel partners & distributors to ensure Healthy ROI of 
• Monitor the timely disbursement of claims to the market, regular trade service.
• Conceptualize, design and implement channel delight activities

Expand distribution width and depth:

• Identify and formulate zonal sales strategies to help drive Distribution across showrooms and Dealer Service Agents
• Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
• Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets

Network coverage & quality:

• Network optimization
• New sites ROI and deployment
• Follow through in delivering cell availability, quality of calls and reduction of outages at sites within zone

Delivery showroom experience 

• Identify and formulate customer service delivery strategies to help improve customer satisfaction scores
• Ensure provision of standard infrastructure at zonal showrooms
• Ensure showroom employees are upskilled in industry training and certifications for the role

Achieve employee engagement scores in line with the engagement target for the business area:

• Continuously motivating the front-line employees through leadership by examples 
• Implement all action plans that will address hygiene issues etc. From engagement survey.

Educational Qualifications  

• Bachelor’s Degree in Management or related Social Sciences
• Masters in Business Administration is an advantage 

Relevant Experience & Functional / Technical Skills:

• Minimum of 12 years’ experience in Retail sales, preferably in the Telecommunications, FMCG or the Manufacturing industry, with at least 4 years at middle management level
• Excellent understanding and implementation of Route-to-Market (RTM) and Go-to-Market strategies 
• Extensive sales and business development experience with proven expertise in revenue generation and growth 
• Excellent product knowledge.

Other requirements:

• Excellent Relationship Management skills 
• Excellent Numerical Acumen and Analytical thinking skills 
• Excellent presentation and communication skills 
• Excellent and proven leadership skills 
• Team Player: Independent, confident and objective
• Attention to details
• Excellent at driving Execution Excellence
• A strong Customer – centric orientation.