Current Recruitment at Airtel Nigeria

JOB PURPOSE

To formulate and ensure implementation of effective and efficient strategies for youth segment so as to enhance the leadership position in customer market share

KEY ACCOUNTABILITIES

Drive increased market expansion and penetration by creating a roadmap and strategy for customer acquisition, in line with overall business and marketing strategy

• Leverage market research to get insights into consumer behavior and preferences and drive future programs and promotions.
• Track usage patterns to devise customer acquistion strategies

Youth segment revenue growth/ Effective and efficient utilization of Sales & Distribution budget

• Achieve the desired revenue  by designing and developing customized retention and acquisition programs for the Youth segment:
  • By planning and achieving an optimal balance between the recharge revenue and the usage by the customer.
  •  By developing and implementing programs to enhance the revenue by facilitating customer upgrades with respect to the rental revenue, airtime usage and chargeable tariffs
• Develop and drive youth bundles to retain and win over competitor youth customers.
•  Ensure innovative products are launched
• Ensure increase in usage
• To identify  new segments for acquisition and therefore plan and implement the strategy to penetrate the same with leadership position.
• To design and provide tools to sales team for market expansion
• To conduct consumer and trade research on periodic basis to identify new opportunities for youth acquisition.
• To conceptualize and rollout suitable products and plans in prepaid/postpaid to drive acquisitions and revenue.
• To design and test plans and products to take care churn and loyalty parameters.
• To design suitable consumer and trade schemes so as to acquire revenue-paying customers.
• To plan and monitor acquisition cost.

Incremental Share of Gross Additions

• Develop youth strategy within the OPCO by creating new partnerships with relevant institutions.
• To grow revenue within the Youth base at x times greater than Market growth.
• Youth partnership identification & develop programs around same.
• •Organizing regular events for this customer base to grow product revenue through lead generation and product upsell and ensuring that each of these events is profitable when assessed on an individual basis.
• To identify the key strengths of competition and plan key tactics to get incremental share of net adds from competition

Customer Delight measure in terms of Stickiness, Schemes and Promotions

• To design and implement consumer schemes and promotions which are simpler, crisp so that increase the delight among existing and prospective customers.
• To create customer base stickiness and hence reduce churn;
  by designing, managing, analyzing programs and offers to create stickiness of the base to the network and hence building loyalty.
• Achieve monthly youth churn target of X%

Reporting

• Direct process of  reports  on youth acquisition strategies that shows trends, ROI  and impact to aid effective business decisions
• Ensure  quality  process and Monitor Acquisition led Management  Information  Systems  and benchmarks
• Provide Summarized Analysis to aid Executive Management in Commercial & Strategic decisions

Revenue enhancement

• Plan and direct new customer  hand holding  tactics for revenue stimulation for the youth segment

Desired Skills and Experience

JOB PURPOSE

The roleholder will be responsible for the  delivery of  revenue targets from the corporate and money transfer portfolios through partner acquisition, relationship management, implementation of pre and post launch BTL/ATL activities across Opcos, development and implementation of retail recruitment and management strategies for Active Merchants, Billers and Bulk Pay Customers.

KEY ACCOUNTABILITIES

Achievement of the desired revenue from Bill payment transactions across Nigeria

• Engage corporate partners with regional presence to accept mobile money as a means of payment in retail/ outlets across Nigeria
• Acquire new partners to increase transactional revenues.
• Develop programs that will educate customers on new and existing Bill Payment partners.
• Propose new service to enhance mobile money ecosystem to help Opco achieve target revenues. 
• Coordinate with operations and technical teams to ensure timely integration/rollout of Corporate partners.
• Analyze partner needs to provide innovate solutions.
• Relationship management and partner satisfaction attainment.
• Ensure that results achieved exceed targets set on the budget for each revenue bucket.

   

Achievement of the desired revenue from Bulk payment transactions

• Work with regional teams to acquire new partners to increase transactional revenues.
• Develop programs that will educate customers on new and existing Bulk Payment partners..
• Coordinate with operations and technical teams to ensure timely rollout of Bulk Payment partners.
• Analyze partner needs to provide innovate solutions.
• Relationship management and partner satisfaction attainment.
• Manage team results so as exceed targets set on the budgets for each revenue bucket..

Achievement of the desired revenue from Business to Business transactions

• Acquire new partners to increase transactional revenues.
• Develop programs that will educate customers on new and existing Business to Business Payment partners together with regional team.
• Grow Merchant Base to be the most preferred payment solution with width & depth of distribution.
• Grow Active Master Agent and Agent Base via tactical programmes linking Agents to Billers, Merchants and Bulk Pay Customers for seamless cash-in & cash-out transactions.

Achievement of the desired revenue from Business to Business transactions

• Support Help Opco to acquire new partners to increase transactional revenues.
• Develop programs to educate customers on new and existing Mobile Banking services

Desired Skills and Experience

JOB PURPOSE 

The roleholder will be expected to drive the implementation and delivery of  Airtel Nigeria's Mobile Financial Services strategic and financial objectives by driving usage penetration and improvement of operational performance to meet consumer satisfaction and the overall business strategy. The role holder will also be required to interface with internal and external  stakeholders  in order to ensure effective and efficient operations. 

KEY ACCOUNTABILITIES 

Mobile Money Product Lifecycle Management & other Mobile Financial Services Project delivery

• Work cross functionally internally and with external partners such as Access Bank, Comviva amongst others to execute brilliantly projects ranging new products conceptualization to launch, integrations and change request.
• Ensure technology platform is delivering great customer experience in terms of ease of use, uptime and all functionalities working. Periodic product testing to drive proactive fix.
• Integration: Merchant integrations, Bank Integrations and payment solutions. Acquiring new partners to increase transactional revenues

World Class Customer Experience to ensure our customers and partners rate us as most preferred and drive loyalty index to peak. 

• Drive continuous improvement of processes to ensure our customers and partners such as master agents and agents get excellent service on time in full.
• Dedicated Support Structure and monitoring of complaints and queries to draw up either tactical or strategic solutions to fix. ng and monitoring system
• KYC & Data Warehouse: Archiving of registered customers.
• Relationship management and partner satisfaction attainment.
• Agent Experience, Customer Experience and Partner Engagement

IT Support & Business Processes to ensure business continuity.

• IT Support – Systems Uptime and Innovations
• Back Office Admin – Sales Support, Partner Support, Policy Management and Monitoring and act as Primary Knowledge Center
• Agents – KYC Confirmation, Transaction SMS, Set up fully compliant agent and master agent accounts and reactivate accounts,
• Customers – PIN Reset, Unlock Account, Reversal Requests

Go To Market (GTM) Excellence and Achievement of the desired revenue target. Ensure efficient and effective delivery of mobile commerce operations

•  Drive rigorously GTM excellence from concept to launch and all through product lifecycle
• Deliver Projects on time in full and work on multiple projects with varying partners. Structured SLAs to be in place with focus on more for more principle to drive accountability of all stakeholders.
• Evaluation of Projects and recommendations to ensure continuous improvement.
• Ensure compliance to internal policies and external policies such as the CBN, NCC by our partners and agents.
• Propose and implement changes to processes and procedures for mobile commerce operations.
• Coordinate the development of manuals and guides for mobile commerce products and services.
• Make decisions for any operational changes (planned or unplanned) within the Airtel Money organization that materially impact the product portfolio in conjunction with VP M-Commerce

Ensure Service Level Agreements (SLAs) with stakeholders are met

• Develop SLAs with shared services teams/stakeholders and ensure adherence to the set standards.
• Track and monitor performance of shared services teams/stakeholders to ensure targets are met, e.g. technical partners & customer service partners.

Oversee integration and implementation of products and services for mobile commerce

• Keep an updated record of the ongoing partner integrations and manage the integrations partner SLA’s.
• Keep an updated record of the issues logged and ticketed with the integration partner and manage delivery timelines.
• Coordinate and Conduct UATs (User Acceptance Tests)  for integration and product enhancements and attain sign off for the same.
• Coordinate implementation of new services and product enhancements by development partners and local technical support