Summary
Date Posted: Monday, May 16, 2022 , Base Salary: Not Disclosed

JOB DETAILS:
Customer Experience & Retention Manager
Department : Marketing
Vacancy : Customer Experience & Retention Manager
Level : Senior Manager
Location : Lusaka, Hq

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 Are:
1. Increase Customer Satisfaction
• Develop and manage customer lifecycle framework.
• Monitor, analyze and minimize customer top complains and pain points through executable activities.
2. 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.
3. Increase Customer Value
• Propose and implement different Contract lifecycle management activities that intend to increase Average Revenue Per Unit.
• Target different behavioral segments with suitable Below the Line campaigns with coordination with other functions.
4. 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 Qualifications & 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 (Behavioral etc.)
• 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

Education Requirement: No Requirements

Job Experience: No Requirements

Work Hours: 8

Job application procedure
Suitable candidates requested to apply by sending through their CV’s to jobs@zm.airtel.com.
The closing date for receiving applications is Friday, 20th May 2022.
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.

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