Jobs at Airtel

About the Role:

The Home & Broadband Channel Manager is responsible for driving customer acquisition, revenue growth, and market penetration for home broadband products through multiple channels. 

This includes managing retail showrooms sales, coordinating with installer organization to drive new customer acquisitions, driving field acquisition initiatives, and optimizing performance of Airtel Showroom Developers (ASDs) to deliver on key commercial KPIs.

Responsibilities

Channel Management & Strategy

• Develop and execute the distribution strategy for home and broadband services across Airtel shops outlets, field, and assigned partner channels. 
• Identify and expand effective acquisition channels to maximize subscriber growth. 
• Drive channel productivity improvement initiatives aligned to business targets. 
• Ensure consistent customer experience across all touchpoints.

Drive Retail Showroom channel productivity as a sale growth channel

• Oversee performance of all broadband KPIs across Airtel retail shops.
• Ensure availability of HBB products, devices, and promotional materials.
• Drive showroom footfall conversion into active subscribers. 
• Implement sales standards, merchandising compliance, and customer engagement practices. 
• Monitor and optimize showroom KPIs such as:: sales conversion rate and revenue per store

Coordination of Installer Organization Sales Acquisition channel.

• Manage and optimize third-party and internal installation teams as a key channel for customer acquisition. 
• Ensure timely, high-value customer acquisition via installation channel. 
• Track installer productivity and SLAs (e.g., Number of new customer acquisition from installation channel). 
• Train installers on product offerings, customer experience standards, and upsell opportunities. 
• Reduce backlog and improve service delivery efficiencies.

Customer Acquisition Drive.

• Lead targeted acquisition campaigns across assigned territories. 
• Design and implement BTL (Below-the-Line) initiatives including activations, roadshows, and community engagement programs. 
• Collaborate with marketing to localize campaigns for maximum impact. 
• Track and optimize cost of acquisition (COA). 
• Drive door-to-door, cluster sales, and digital-assisted acquisition strategies.

Airtel Showroom Developers (ASD) Management

• Recruit, train, and manage Area Showroom Developers/field agents. 
• Set clear sales targets and productivity benchmarks. 
• Monitor field performance and ensure consistent pipeline generation. 
• Provide coaching, motivation, and performance feedback. 
• Ensure ASD coverage across high-potential residential clusters.

Performance Tracking & Reporting

• Own and deliver key KPIs including: gross additions (subscriber acquisition), revenue growth (ARPU improvement), channel productivity, installation SLAs and customer market share metrics
• Develop dashboards and reports to track channel performance. 
• Use data insights to refine strategy and improve efficiency.

Stakeholder Management

• Work cross-functionally with: marketing (campaigns and promotions), technical/Network teams (service availability, installation readiness), and customer service (issue resolution and retention)
• Manage relationships with external vendors and partners.

Qualifications

Educational Qualifications  

• A first degree or its equivalent in Business Administration, Sales and Marketing or humanities.
• An MBA will be an advantage

Relevant Experience & Functional / Technical Skills

• 10 - 15 years of varied experience in Sales & Marketing with at least 5 years at management level handling independent businesses units.
• 5–8+ years’ experience in telecoms, FMCG, or channel sales environment 
• Proven experience managing retail channels and field sales teams 
• Strong understanding of broadband or fixed wireless products (preferred) 
• Experience working with third-party vendors and installers.

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About the Role:

The job purpose is to coordinate, control, manage, support and track day-to-day network operations in the Zone to ensure optimal network availability, coverage, maintaining target network KPIs to deliver plus one network quality; providing local network support for both the Sales and Marketing team in the Zones to ensure that network impacting issues are proactively resolved. 

Responsibilities

Day to day management of all Zonal Network Operations & maintenance strategic partners (SPS) to deliver optimal availability and QoS

• Support the operational interface with both internal and external stakeholders, especially commercial teams, to ensure customer issues are resolved within acceptable KPIs.
• Track the special events calendar with ZBM and marketing functions and ensure best-in-class service delivery during special events within the zone.
• Track zonal network performance across various KPIs and network availability metrics.
• Support periodic audits of all transmission, core, and radio networks, as well as preventive maintenance schedule audits.
• Ensure that special tasks or projects required by HQ Technical are executed within the zone.
• Work closely with the E//MS team to develop processes that prevent or reduce network failures.
• Track and ensure that colo partners deliver on agreed SLAs.
• Ensure SAQ activities are up to date, including rental renewals and lease payments, in collaboration with zonal finance.
• Follow up with various internal functions, managed services (MS) partners, and colo partners on all issues affecting radio network availability, quality, and customer experience.
• Ensure that security and community issues do not delay site closures.
• Advise on and ensure the implementation of preventive measures by MS partners and colo partners to improve network performance.
• Ensure adherence to all applicable regulatory requirements.
• Audit and support zonal spares management to ensure the availability of both critical and non-critical spares in zonal warehouses.
• Analyze network experience by conducting weekly trend analyses of complaint volumes and types.
• Ensure proactive and continuous improvement of customer experience and perception within the zone.
• Ensure power availability for all IBS sites that have not been transferred to the tower company.
• Drive continuous network improvement within the zone by developing improvement plans and following up with relevant network functions.

Prepare and manage the annual Zonal operating plans OPEX (AOPs) for all the active and passive network systems in Airtel Nigeria (Financial)

• Direct the compilation of the annual zonal operating plan for Airtel Nigeria Networks.
• Drive the achievement of annual zonal operating plan targets and all local and group operating expenditure–saving initiatives to ensure optimization of all network investments.
• Ensure key focus on recurring operating expenditure.

Drive end-to-end process documentation and ensure compliance with processes, procedures, and policies for seamless operations across all service providers.

• Establish an SLA measurement framework to ensure all service providers are accurately evaluated, rewarded, and penalized. 
• Identify, document, and implement processes, procedures, and policies to continuously improve operational efficiency. 
• Ensure all network facilities are maintained in line with global best practices.

Regulatory compliance

• Ensure all operations and maintenance activities in the zone comply with applicable regulatory requirements.

Partner Management

• Ensure effective processes for managing service providers. 
• Ensure zonal service provider requirements are adequately supported by both local and central network teams.

Qualifications

Educational Qualifications  

• Bachelor of Electrical /Electronic Engineering or Telecoms Engineering
• Master’s degree in engineering a plus

Relevant Experience  & Functional / Technical Skills

• Minimum of 8 years of varied experience in operation and maintenance in the Telecom industry
• 3-5 years managerial/Supervisory experience in a GSM/mobile company
• Sound knowledge of Mobile Network O&M

Other requirements 

• Analytical and presentation skills
• Strategic negotiation skills 
• Entrepreneurial disposition in decision making and managing resources
• Logical decision making abilities
• Flexible and dedicated
• Ability to innovate and deliver value to business 
• Ability to manage an outsourcing partner to effectively deliver on service level agreements
• Ability to motivate and lead both internal and external partners
• Impeccable integrity and character