Lead, Voice Products & CLM (Customer Loyalty Management) at Airtel Nigeria

Job Purpose

• The position is a critical role within Nigeria to ensure that Airtel’s voice subscriber growth and revenue growth outpaces the competition.

Key Accountabilities

• Lead and implement the strategic plan for all voice products and services (local and ILDs)
• Develop and manage innovative voice portfolio initiatives to drive voice revenues and minutes consumption.
• Manage partnerships/programs with external vendors to drive call completion.
• Product subject matter expert on communication for new product launches.
• Documentation and training for customer support with respect to data products and services
• Identification of opportunity areas in the voice space and development of segmented campaigns to take advantage of such opportunity.
• Responsible for ensuring optimal pricing to drive profitability and maintain regulatory compliance.
• Ensure profitability of products by reaching the desired satisfaction of consumer
• Guarantee cross-functional cooperation and communication with other Departmental Managers in order to achieve time to market effectiveness and organizational efficiency
• Management of CLM platform to ensure campaign effectiveness, profitability, optimization and audit compliance.
• Responsible for managing the voice and CLM team.

Qualifications

• University Degree in related field
• MBA or Master's Degree - a plus
• 8+ years in a similar position + managerial experience
• Experience of Telecommunications Industry or FMCG marketing environment
• Strong leadership skills
• Strong interpersonal and communication skills
• Able to operate in a performance driven organization
• Integrity and maturity of thinking
• Use deep understanding of the market trends and consumer insights to formulate a cohesive strategy
• Excellent Data analytics skills.