The Role
Leads West Region business operations for Airtel Africa, driving customer acquisition, revenue growth, sales strategy, channel distribution, showroom performance, network quality, customer satisfaction, and employee engagement. The role supervises and influences multiple teams, manages distributors and retail outlets, improves market coverage, monitors commercial performance, and delivers operational excellence across prepaid and postpaid services.
Summary Generated by Built In
Why Airtel Africa?
At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation with an entrepreneurial spirit drive us. If you like “ordinary”, then we are not for you.
We champion diversity. We anticipate, adapt, and deliver solutions that enrich the lives of communities we serve. we roll up our sleeves to win with our customers.
By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.
About the Role
The purpose of the job is to plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.
Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.
Increase revenue earning customer net additions – Prepaid
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Increase revenue earning customer net additions – Postpaid
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions and compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Achieve net revenue of the zone
- Identify and formulate Customer Service development strategies to help drive Collections and Bad Debts performance of the zone
- Propose and drive VAS Up selling activities
- Drive the reduction of recharge turnovers and first bill churn & zero recharge.
Delivery on channel satisfaction score
- Implement the audit and review of channel partners & distributors to ensure Healthy ROI
- Monitor the timely disbursement of claims to the market and regular trade service.
- Conceptualize, design and implement channel delight activities
Expand distribution width and depth
- Identify and formulate zonal sales strategies to help drive Distribution across showrooms and Dealer Service Agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network coverage & quality
- Network optimization
- New sites ROI and deployment
- Follow through in delivering cell availability, quality of calls and reduction of outages at sites within zone
Delivery showroom experience
- Identify and formulate customer service delivery strategies to help improve customer satisfaction scores
- Ensure provision of standard infrastructure at zonal showrooms,
- Ensure showroom employees are upskilled in industry training and certifications for the role
Achieve employee engagement scores in line with the engagement target for the business area
- Continuously motivating the front-line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc.
Educational Qualifications
- Bachelor’s degree in Management or related Social Sciences
- Masters in Business Administration is an advantage
Relevant Experience & Functional / Technical Skills
- Minimum of 12 years’ experience in Retail sales, preferably in the Telecommunications, FMCG or the Manufacturing industry, with at least 4 years at middle management level
- Excellent understanding and implementation of Route-to-Market (RTM) and Go-to-Market strategies
- Extensive sales and business development experience with proven expertise in revenue generation and growth
- Excellent product knowledge
Other requirements
- Excellent Relationship Management skills
- Excellent Numerical Acumen and Analytical thinking skills
- Excellent presentation and communication skills
- Excellent and proven leadership skills
- Team Player: Independent, confident and objective
- Attention to details
- Excellent at driving Execution Excellence
- A strong Customer – centric orientation
Skills Required
- Bachelor's degree in Management or a related Social Sciences field
- Minimum 12 years of experience in retail sales, preferably in telecommunications, FMCG, or manufacturing
- At least 4 years of experience at middle-management level
- Understanding and implementation of Route-to-Market and Go-to-Market strategies
- Extensive sales and business development experience with proven revenue generation and growth expertise
- Excellent product knowledge
- Excellent relationship management skills
- Strong numerical acumen and analytical thinking skills
- Excellent presentation and communication skills
- Proven leadership skills
- Strong execution excellence and customer-centric orientation
- Master's degree in Business Administration
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The Company
What We Do
Airtel Africa is a leading provider of telecommunications and mobile money services, operating in 14 countries across sub-Saharan Africa, offering mobile voice, data, and financial services.
