Airtel Zambia
Airtel Zambia
Posted Job
3 months ago

Customer Experience & Retention Manager

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Job Description

Job Purpose:

To develop and lead customer lifecycle engagements across different touch points in order to improve customer satisfaction, loyalty and minimizing Churn.

Core Responsibilities:

  • Increase Customer Satisfaction
  • Develop and manage customer lifecycle framework.
  • Monitor, analyse and minimize customer top complains and pain points through executable activities.
  • Minimize Churn & Maximize Win-backs
  • Understand key churn drivers and develop and execute action plans to minimize churn.
  • Maximize win-backs and reconnections through different Above the Line and Below the Line activities.
  • Increase Customer Value
  • Propose and implement different Contract lifecycle management activities that intend to increase Average Revenue Per Unit.
  • Target different behavioural segments with suitable Below the Line campaigns with coordination with other functions.

People Management:

  • Develop clear succession plan and staff development in partnership with HR
  • Manage all internal and external stakeholders relevant for the execution of your duties.

Educational Qualification and Functional/Technical Skills:

  • Master’s in Business Administration/Marketing/Commerce

Relevant Experience:

  • 8-10 years of work experience with 3 years of relevant experience in Telecom.
  • Of these years, 2-3 years should be in implementing successful Contract lifecycle management activities and managing customer cycle framework.
  • A minimum of 3 years in Management role.
  • Sound understanding of generic Telco customer facing applications
  • Extensive knowledge of telecom workflows to ensure effective integration on different product and system platforms
  • Understanding and experience in systems integration

Other Requirements:

  • Delighting the customers
  • Entrepreneurial & Business acumen
  • Innovation
  • Strong technical aptitude & IT savvy
  • Strong communication skills
  • Good interpersonal skills
  • Teamwork & Collaboration with stakeholder
  • Project Management Skills
  • Inductive Reasoning & Fluency of Ideas
  • Highly Result Oriented believes in teamwork
  • Customer centric approach
  • Strong analytical skills able to draw conclusions from data, management information and trends
  • Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping.
  • Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

Method of Application

Submit your CV and application on company website:

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Airtel Zambia
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Operating in 20 countries across Asia and Africa including Zambia, this company covers every district and offers a wide variety of tariffs and value added services to meet the needs of individuals and businesses. Their services encompass telecommunications and IT, electronic payment systems, mobile business solutions and phones and accessories.