Manager - High Value Experience at Airtel Nigeria

Purpose

• One of the aspirations that Airtel Africa has set for itself is to be the preferred service provider for the Airtel High Value Base.  This person is the primary contact person and will be responsible in servicing all aspects of the HV customer needs for the Pre-paid and Post-paid high value customers – VIP, Diamond & Platinum
• The RM is customer centric and focused on maintaining high-quality of customer service;   develops strong relationships with high value customers to ensure sensitivity to their needs, concerns, and emerging requirements and is readily available to attend to pressing customer challenges at any point in time. Delivery of business KPIs like financials, customer experience, revenue generation and process compliance, is critical to this role.

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
•     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

Diamond 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

Educational Qualifications  & Functional/Technical Skills

•     A good first degree

Relevant Experience

•     Customer management / service experience post NYSC (no less than 2 years)
•     Understanding of the principles of CRM and Customer Management
•     Customer Management skills
•     Surveys 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

Other requirements

•     Eye for details
•     Environmental Knowledge particularly of Corporates
•     Analytical
•     Service orientation
•     Achieving Business Success and relationship management
•     Delighting the customers
•     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
•     Well spoken
•     Appearance – formal/customer facing always