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Customer Value Specialist job at Airtel
Airtel Zambia
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Customer Value Specialist
2025-04-17T14:18:25+00:00
Airtel
https://www.greatzambiajobs.com/jsjobsdata/data/employer/comp_2306/logo/airtel.jpg
FULL_TIME
 
Lusaka
Lusaka
10101
Zambia
Telecommunications
Customer Service
ZMW
 
MONTH
2025-04-21T17:00:00+00:00
 
Zambia
8

Analyzing inactivity trends and implement programs and customer engagement campaigns across different touch points to improve customer satisfaction and loyalty thus minimizing churn for HBB.

CORE RESPONSIBILITIES ARE:

  • Design and develop campaigns, loyalty programs and initiatives targeted at a segmented customer base.
  • Maintain a thorough understanding of Airtel’s HBB products, and promotions to effectively address customer inquiries and offer appropriate solutions
  • End to end campaign execution with the support of relevant stakeholders that includes development and implementation of approved test plans, and Identification of campaign performance gaps.
  • Create retention and campaign management frameworks, including metrics and key performance indicators (KPIs).
  • Run OBD/Tele-calling campaigns for win backs and generate a report of conversions
  • Develop report dashboards for daily/weekly/monthly win backs campaign performance tracking
  • Ensure campaign quality assurance in line with the governance and regulatory policy requirements
  • Prepare and present regular reports on retention activities, customer feedback, and churn rates to the HBB Experience Manager
  • Develop and execute customer satisfaction surveys for business decision making purposes
  • Manage all HBB communication via all channels
  • Ensure all communication adheres to policy and regulatory standards

Educational Qualifications & Functional / Technical Skills:

  • Degree in Marketing, Statistics, Computer Science, Engineering, Actuarial or equivalent degree.
  • Strong SQL data mining knowledge.
  • Analytical skills and capabilities.
  • Audience segmentation skills.

Relevant Experience:

  • Minimum of three (03) years’ working experience in CVM campaign management and programming.
  • Experience in a telecommunication environment will be an added advantage

OTHER REQUIREMENTS

  • Effective written and verbal communication skills and stakeholder management
  • Excellent commercial acumen
  • Consumer Behavior Insights.
  • Proactive and displaying entrepreneurial spirit
CORE RESPONSIBILITIES ARE: • Design and develop campaigns, loyalty programs and initiatives targeted at a segmented customer base. • Maintain a thorough understanding of Airtel’s HBB products, and promotions to effectively address customer inquiries and offer appropriate solutions • End to end campaign execution with the support of relevant stakeholders that includes development and implementation of approved test plans, and Identification of campaign performance gaps. • Create retention and campaign management frameworks, including metrics and key performance indicators (KPIs). • Run OBD/Tele-calling campaigns for win backs and generate a report of conversions • Develop report dashboards for daily/weekly/monthly win backs campaign performance tracking • Ensure campaign quality assurance in line with the governance and regulatory policy requirements • Prepare and present regular reports on retention activities, customer feedback, and churn rates to the HBB Experience Manager • Develop and execute customer satisfaction surveys for business decision making purposes • Manage all HBB communication via all channels • Ensure all communication adheres to policy and regulatory standards
OTHER REQUIREMENTS • Effective written and verbal communication skills and stakeholder management • Excellent commercial acumen • Consumer Behavior Insights. • Proactive and displaying entrepreneurial spirit
Educational Qualifications & Functional / Technical Skills: • Degree in Marketing, Statistics, Computer Science, Engineering, Actuarial or equivalent degree. • Strong SQL data mining knowledge. • Analytical skills and capabilities. • Audience segmentation skills. Relevant Experience: • Minimum of three (03) years’ working experience in CVM campaign management and programming. • Experience in a telecommunication environment will be an added advantage
bachelor degree
36
JOB-68010db1c8c04

Vacancy title:
Customer Value Specialist

[Type: FULL_TIME, Industry: Telecommunications, Category: Customer Service]

Jobs at:
Airtel

Deadline of this Job:
Monday, April 21 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Thursday, April 17 2025, Base Salary: Not Disclosed

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Learn more about Airtel
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JOB DETAILS:

Analyzing inactivity trends and implement programs and customer engagement campaigns across different touch points to improve customer satisfaction and loyalty thus minimizing churn for HBB.

CORE RESPONSIBILITIES ARE:

  • Design and develop campaigns, loyalty programs and initiatives targeted at a segmented customer base.
  • Maintain a thorough understanding of Airtel’s HBB products, and promotions to effectively address customer inquiries and offer appropriate solutions
  • End to end campaign execution with the support of relevant stakeholders that includes development and implementation of approved test plans, and Identification of campaign performance gaps.
  • Create retention and campaign management frameworks, including metrics and key performance indicators (KPIs).
  • Run OBD/Tele-calling campaigns for win backs and generate a report of conversions
  • Develop report dashboards for daily/weekly/monthly win backs campaign performance tracking
  • Ensure campaign quality assurance in line with the governance and regulatory policy requirements
  • Prepare and present regular reports on retention activities, customer feedback, and churn rates to the HBB Experience Manager
  • Develop and execute customer satisfaction surveys for business decision making purposes
  • Manage all HBB communication via all channels
  • Ensure all communication adheres to policy and regulatory standards

Educational Qualifications & Functional / Technical Skills:

  • Degree in Marketing, Statistics, Computer Science, Engineering, Actuarial or equivalent degree.
  • Strong SQL data mining knowledge.
  • Analytical skills and capabilities.
  • Audience segmentation skills.

Relevant Experience:

  • Minimum of three (03) years’ working experience in CVM campaign management and programming.
  • Experience in a telecommunication environment will be an added advantage

OTHER REQUIREMENTS

  • Effective written and verbal communication skills and stakeholder management
  • Excellent commercial acumen
  • Consumer Behavior Insights.
  • Proactive and displaying entrepreneurial spirit

 

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

Job application procedure
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Job Info
Job Category: Customer Service jobs in Zambia
Job Type: Full-time
Deadline of this Job: Monday, April 21 2025
Duty Station: Kigali
Posted: 17-04-2025
No of Jobs: 1
Start Publishing: 17-04-2025
Stop Publishing (Put date of 2030): 17-04-2071
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