Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company's product offerings include 2G,3G and 4G services, fixed line, high spee...
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The job purpose 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.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
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
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About the Role:
The purpose of the job is to Implement the regional retail sales strategy and ensure achievement of sales targets and customer service levels at Airtel-owned and franchise showrooms
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Business Planning
- Roll out of AES in all the key cities identified
- Roll out of Airtel showrooms in key locations where gaps exist including coverage of key cities
- Motivate retail shop staff to maximize sales to ensure that all targets are achieved within region franchise/ retail store mobile business unit, whilst adhering to company policies and procedures
- Effectively split, cascade and monitor regional month-on-month sales targets in retail shops and franchise
- Ensure sales of devices and achieving target on sale of devices, phones, dongles e.t.c
- Optimize operating costs to ensure ROI.
- Liaise with Central Regional Showroom and Franchise, SCM & Marketing to ensure optimum availability and mix of Airtel products across all Airtel owned and franchise showrooms
- Drive the Up-selling of Airtel products and services in retail showroom and franchises within the regions.
- Effectively drive and manage target driven initiatives and projects in franchise and retail outlets in region
Brand Alignment / uniformity of standard look and feel across all franchise/ retail outlets
- Drive consistency in ‘look and feel’ at all Airtel owned and franchise showrooms.
- Enhance distribution width and depth in the regions by ensuring expansion of the retail outlets that carry the Airtel brand.
- Identify and analyze brand touch points with the greatest impact, both positive and negative, on customer behavior and brand loyalty and recommend interactions that would have the most impact on revenue, growth and profitability
Team Performance Management & Engagement
- Oversee the implementation of learning initiatives to ensure that client facing staff are able to complete the sale
- Ensure the achievement of projects, people and process to achieve set targets within the constraints of the budget.
- Support showroom employee engagement and retention initiatives
- Implement and track employee rewards scheme.
- Recommend, monitor and ensure the development of top talent
- Ensure adherence to franchise operating manual and prospectus
- Ability to entrench and align retail and service culture.
- Effective and timely communication of all schemes and product launches to the retail and franchise teams
Decision Making Authority
- Responsible for regional teams performance setting and target achievement
- Responsible for the implementation of performance targets
- Responsible for recruiting and appointing franchises
- Responsible for sourcing appropriate showroom sites and getting them up and running on time
Qualifications
Educational Qualifications
- First degree or equivalent in a relevant discipline.
- Postgraduate/ professional qualification in a related field will be an added advantage.
Relevant Experience & Functional / Technical Skills
- 10 - 15 years of relevant work experience in FMCG, Consumables or telecom
- 6 - 8 years’ experience in managing retail and franchise outlets in a telecommunications environment
- Ability to evaluate needs of customers, and determine what products or service would best serve those needs
- Interpersonal skills
- Communications skills(written and oral)
- Must be solution driven, proactive and have acceptable knowledge of the telecommunications business environment
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