Airtel Nigeria Job Vacancies today, 7th August 2017

⏲ Aug 7, 2017, 2:30 PM
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Airtel Nigeria (Airtel Networks Limited), a leading mobile telecommunication services provider in Nigeria and a member of Airtel Africa Group, is committed to providing innovative, exciting, affordable and quality mobile services to Nigerians, giving them the freedom to communicate, rise above their daily challenges and drive economic and social development. We are recruiting to fill the vacant position below: Job Title: High Value Relationship Executive Location: Nigeria Job Description

The job holder will be responsible for the servicing of all aspects of the High Value [HV] customer needs, both for the pre-paid and post-paid HV customers i.e. VIP, Diamond & Platinum customers
She/He is expected to be a customer-centric relationship manager focused on maintaining a high-quality of customer service, develop strong relationships with HV customers to ensure sensitivity to their needs, concerns, and emerging requirements and MUST be readily available to attend to pressing customer challenges at any point in time.
In addition tp the above, the delivery of business Key Performance Indicators [KPIs] like financials, customer experience, revenue generation and process compliance are critical to the role.

Duties and Responsibilities Diamond Customer Management:

Resolution of all allocated Diamond customer issues resolution within approved SLA (FTRs & escalations included)
Provide advisory services to all allocated Diamond customers as concerns telecoms
Maintain minimal Inactivity/Churn levels within allocated Diamond customer base
Engage customers in health checks, cross and up selling activities
Must be a one stop shop for everything Airtel to the Diamond customer
Must be the preferred interaction point for the Diamond customer with Airtel
Provide inisights and VOC to the business on Diamond customer activities

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 5. 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

Allocated 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

Relevant Skill and Experience

A recognized university degree
Customer management /Service experience post NYSC (no less than 2 years
Understanding of the principles of CRM and Customer Management
Customer Management skills
Survey 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
Eye for details
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 and Well spoken
Excellent Appearance - formal/customer facing always.

How to Apply Interested and qualified candidates should: Click here to apply Job Title: Head, Acquisition Location: Nigeria Job Description The succesful job holder will be primarily responsible for the following:

Growing mass market usage revenues
Crafting customer acquisition & market penetration strategies and schemes
Measurement controls for quality of acquisitions
Tracking the cost effectiveness of different schemes used for acquisition
Managing mass market product lifecycle management, number management and mass market specific brands and communication
Consumer promos and schemes and schemes to drive utilization and usage in low revenue markets
Collaboration with Customer Lifecycle Management [CLM] Head on customer lifecycle extension

Duties and Responsibilities Achieving Mass Market usage revenue targets:

Tracking performance of acquisition product for productivity
Making required refreshes to acquisition offers
Analyzing market insights & trends for inputs into new acquisition offers
Tracking acquisition offers of competition for refreshes to remain marke

Achieve Mass Market Revenue Earning Customer [REC] Number:

Tracking monthly Gross to REC conversion on Territory and Channel basis
Instituting trade schemes to drive usage at the point of activation
Collaboration with CLM to identify causes of REC churn and implements corrective actions
Field insight on reasons for REC loss and implement corrective actions

Achieve Share of Gross Additions [SOGA] target:

Weekly tracking of SOGA to identify where causes of drop or growth in SOGA
Implement corrective actions to sustain growth to achieve SOGA
Conduct sensitivity analysis for deviation from standard pricing for all tariffs and packages

Achieve Customer Market Share [CMS] target:

Introduce acquisition schemes
Track productivity of Know Your Customer [KYC] kits
Track quality of acquisitions from territories and deal codes.

Acquisition offer product lifecycle:

Product lifecycle management for acquisition offer
Enhancing communication for acquisition offer
Voice of Customer analysis for acquisition offer

Usage stimulation:

Carry out regular product training needs analysis
Coordinate content development and delivery of skill enhancement programs to enhance product knowledge of customer facing teams

Relevant Skill and Experience

A first degree or its equivalent in a numerate science
Project Management knowledge
Field Sales and Marketing experience
10+ years of varied experience in Sales & Marketing with at least 4 years at middle management level handling independent businesses
An in-depth knowledge of enterprise systems is highly desirable
Relevant experience in Telecom industry is desirable
Product Management
Business Analysis and Planning
Presentation & Business Case Development
Data Analysis and decision support
Experience developing Mass market value propositions
Communication slant and nuances for the Mass Market
Ability to use market research gap analysis to develop profitable products and services
Ability to manage the product life cycle
Analytical thinker who can plan/execute action to exploit business opportunities based on data insights
Ability to present compelling business cases for investment in in-life products and services development
Innovative
High drive for results
Analytical & Strategic
Team Player, Confident and Objective
Attention to detail/ Excellent Oral and Written Communication Skills
Good presentation skills