Career Opportunities at Airtel Nigeria

Job Description
The succesful job holder will be primarily responsible for the following:

• Growing mass market usage revenues
• Crafting customer acquisition & market penetration strategies and schemes
• Measurement controls for quality of acquisitions
• Tracking the cost effectiveness of different schemes used for acquisition
• Managing mass market product lifecycle management, number management and mass market specific brands and communication
• Consumer promos and schemes and schemes to drive utilization and usage in low revenue markets
• Collaboration with Customer Lifecycle Management [CLM] Head on customer lifecycle extension

Duties and Responsibilities
Achieving Mass Market usage revenue targets:

• Tracking performance of acquisition product for productivity
• Making required refreshes to acquisition offers
• Analyzing market insights & trends for inputs into new acquisition offers
• Tracking acquisition offers of competition for refreshes to remain marke

Achieve Mass Market Revenue Earning Customer [REC] Number:

• Tracking monthly Gross to REC conversion on Territory and Channel basis
• Instituting trade schemes to drive usage at the point of activation
• Collaboration with CLM to identify causes of REC churn and implements corrective actions
• Field insight on reasons for REC loss and implement corrective actions

Achieve Share of Gross Additions [SOGA] target:

• Weekly tracking of SOGA to identify where causes of drop or growth in SOGA
• Implement corrective actions to sustain growth to achieve SOGA
• Conduct sensitivity analysis for deviation from standard pricing for all tariffs and packages

Achieve Customer Market Share [CMS] target:

• Introduce acquisition schemes
• Track productivity of Know Your Customer [KYC] kits
• Track quality of acquisitions from territories and deal codes.

Acquisition offer product lifecycle:

• Product lifecycle management for acquisition offer
• Enhancing communication for acquisition offer
• Voice of Customer analysis for acquisition offer

Usage stimulation:

• Carry out regular product training needs analysis
• Coordinate content development and delivery of skill enhancement programs to enhance product knowledge of customer facing teams

Relevant Skill and Experience

• A first degree or its equivalent in a numerate science
• Project Management knowledge
• Field Sales and Marketing experience
• 10+ years of varied experience in Sales & Marketing with at least 4 years at middle management level handling independent businesses
• An in-depth knowledge of enterprise systems is highly desirable
• Relevant experience in Telecom industry is desirable
• Product Management
• Business Analysis and Planning
• Presentation & Business Case Development
• Data Analysis and decision support
• Experience developing Mass market value propositions
• Communication slant and nuances for the Mass Market
• Ability to use market research gap analysis to develop profitable products and services
• Ability to manage the product life cycle
• Analytical thinker who can plan/execute action to exploit business opportunities based on data insights
• Ability to present compelling business cases for investment in in-life products and services development
• Innovative
• High drive for results
• Analytical & Strategic
• Team Player, Confident and Objective
• Attention to detail/ Excellent Oral and Written Communication Skills
• Good presentation skills

go to method of application »

Job Description

• The job holder will be responsible for the servicing of all aspects of the High Value [HV] customer needs, both for the pre-paid and post-paid HV customers i.e. VIP, Diamond & Platinum customers
• She/He is expected to be a customer-centric relationship manager focused on maintaining a high-quality of customer service, develop strong relationships with HV customers to ensure sensitivity to their needs, concerns, and emerging requirements and MUST be readily available to attend to pressing customer challenges at any point in time.
• In addition tp the above, the delivery of business Key Performance Indicators [KPIs] like financials, customer experience, revenue generation and process compliance are critical to the role.

Duties and Responsibilities
Diamond Customer Management:

• Resolution of all allocated Diamond customer issues resolution within approved SLA (FTRs & escalations included)
• Provide advisory services to all allocated Diamond customers as concerns telecoms
• Maintain minimal Inactivity/Churn levels within allocated Diamond customer base
• Engage customers in health checks, cross and up selling activities
• Must be a one stop shop for everything Airtel to the Diamond customer
• Must be the preferred interaction point for the Diamond customer with Airtel
• Provide inisights and VOC to the business on Diamond customer activities

Premier Customer Complaint Management:

• Log/Track all Premier customer complaints and enquiries to ensure closure and proper documentation
• Ensure every premier customer is communicated to on receipt of issue within specified timelines
• Resolution of all Premier customer complaints within SLA
• Close looping of all Premier customer complaints within SLA of resolution 5. Maintaining tracker to provide MIS on all Premier customer complaints and closures

Premier customer inactivity management:

• Daily health check on assigned customers
• Visits to a specific Premier customer per quarter
• Daily inactivity tracking of >2 days customers
• Alerting Premier customers to new or improved products and services
• Communicating promotions and changes to customers in a timely way

Premier Customer Engagement:

• Implement one DYK campaign monthly to assigned premier customers
• 100% onboarding of new Diamond entrants into Airtel premier
• Email capture Assigned Premier customers
• Anniversary greetings to all Premier customers (Birthdays, Weddings etc)
• Driving customer experience of the Customer that is being managed, ensure customer is locked into the Airtel as a brand

Allocated Customer Collections:

• Ensure collection of 99% of monthly invoices on allocated Premier accounts
• Ensure 60% of due date collections on all allocated Premier accounts
• Ensure >1% of bad debt Premier accounts

Relevant Skill and Experience

• A recognized university degree
• Customer management /Service experience post NYSC (no less than 2 years
• Understanding of the principles of CRM and Customer Management
• Customer Management skills
• Survey and research and Trending skills
• Strong Interpersonal Skills & People Centric
• Strong numeric ability
• Excellent Communication skills
• Report writing
• Understand CRM-CEM, Usage and Retention principles
• Presentation making
• Selling and negotiation
• People management
• Eye for details
• Proactive and displaying Entrepreneurial Spirit
• Ability to work under pressure
• Result orientation
• Ability to travel in the course of work requirements
• Good with people - calm mien, good at building relationships,
• Sociable and Well spoken
• Excellent Appearance - formal/customer facing always.