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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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  • SELECT * FROM icop0_jmap_metainfo WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Customer-Value-Specialist-job-at-Airtel-75629' AND `published` = 1153μs1.2KB/plugins/system/jmap/jmap.php:818Copy
  • SELECT * FROM icop0_jmap_canonicals WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Customer-Value-Specialist-job-at-Airtel-75629'86μs8.94KB/plugins/system/jmap/jmap.php:920Copy
  • SELECT * FROM icop0_acym_configuration276μs4.88KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_list WHERE type = 'standard'130μs2.3KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_field138μs2.33KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_form WHERE active = 1 AND type != 'shortcode'96μs1.2KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT SUM(CASE WHEN `a`.`next_execution` <= :now THEN 1 ELSE 0 END) AS due_count,SUM(CASE WHEN `a`.`locked` IS NULL THEN 0 ELSE 1 END) AS locked_count FROM `icop0_scheduler_tasks` AS `a` WHERE `a`.`state` = 1131μs1.68KBParams/administrator/components/com_scheduler/src/Model/TasksModel.php:466Copy
  • SELECT * FROM `icop0_extensions` WHERE `element` = 'com_gsd' AND `type` = 'component'195μs3.78KB/plugins/system/nrframework/NRFramework/Extension.php:160Copy
  • SHOW FULL COLUMNS FROM `icop0_gsd_config`321μs1.92KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_gsd_config` WHERE `name` = 'config'89μs912B/libraries/src/Table/Table.php:755Copy
  • SELECT a.* FROM icop0_gsd a WHERE a.state = 1 AND a.plugin = 'menus' AND a.appview IN ('menus','*') ORDER BY a.id desc240μs2.08KB/libraries/src/MVC/Model/BaseDatabaseModel.php:166Copy
  • SHOW FULL COLUMNS FROM `icop0_users`452μs2.2KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:625Copy
  • SELECT * FROM `icop0_users` WHERE `id` = :userid151μs4.41KBParams/libraries/src/Table/User.php:104Copy
  • SELECT `g`.`id`,`g`.`title` FROM `icop0_usergroups` AS `g` INNER JOIN `icop0_user_usergroup_map` AS `m` ON `m`.`group_id` = `g`.`id` WHERE `m`.`user_id` = :muserid172μs1.68KBParams/libraries/src/Table/User.php:132Copy
  • SELECT * FROM icop0_jmap_headings WHERE `linkurl` = 'https://www.greatzambiajobs.com/jobs/job-detail/job-Customer-Value-Specialist-job-at-Airtel-75629'146μs1.05KB/plugins/system/jmap/jmap.php:1135Copy
  • SELECT `original_text`, `target_text`, `original_text_regex`, `target_text_regex` FROM `icop0_jmap_text_replacements` WHERE `published` = 174μs1008B/plugins/system/jmap/jmap.php:508Copy
  • SELECT `value` FROM icop0_acym_configuration WHERE `name` LIKE "%regacy" OR `name` LIKE "%\_sub"461μs856B/plugins/system/acymtriggers/acymtriggers.php:430Copy
  • SHOW TABLES1.01ms8.82KB/libraries/vendor/joomla/database/src/Mysqli/MysqliDriver.php:678Copy
  • SELECT * FROM icop0_acym_plugin103μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT * FROM icop0_acym_plugin85μs2.14KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT `groups`.*, `groups`.title AS text, `groups`.id AS `value` FROM icop0_usergroups AS `groups`143μs1.36KB/administrator/components/com_acym/libraries/joomla/database.php:36Copy
  • SELECT configvalue FROM `icop0_js_job_config` WHERE configname = 'company_seo'78μs856B/components/com_jsjobs/models/configurations.php:103Copy
  • SELECT * FROM `icop0_js_job_config` WHERE configfor = 'jobsharing'229μs1.02KB/components/com_jsjobs/models/configurations.php:82Copy
  • SELECT name AS col FROM `icop0_js_job_companies` WHERE id = 2306170μs856B/components/com_jsjobs/models/company.php:1832Copy
  • SELECT `session_id` FROM `icop0_session` WHERE `session_id` = ?96μs1.63KBParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:291Copy
  • UPDATE `icop0_session` SET `data` = ? , `time` = ? WHERE `session_id` = ?154μs912BParams/libraries/vendor/joomla/session/src/Handler/DatabaseHandler.php:318Copy