Latest Job Adverts
| CUSTOMER EXPERIENCE AND RETENTION MANAGER |
| Airtel Zambia |
Advert
Posted 2018-11-23 01:17:13
DEPARTMENT: Marketing
VACANCY: Customer Experience and Retention Manager
LEVEL: Senior Manager
JOB PURPOSE
Develop and
lead customer lifecycle engagements across different touch points to improve
customer satisfaction, loyalty and minimizing Churn.
REPORTING TO THE MARKETING
DIRECTOR, THE ROLE WILL BE RESPONSIBLE FOR:
1. Increase Customer Satisfaction
§
Develop and manage customer
lifecycle framework.
§
Streamline and align the CX
activities between marketing & other departments.
§
Manage the execution of NPS
quarterly, propose and implement proper activities to improve NPS.
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 ATL and BTL activities.
§
Reduce inactivity through CLM
campaigns that make use of churn prediction methods.
§
Develop and maintain an effective
Loyalty programme
§
Monitor and track quality of
acquisition and coordinate with S&D to improve it.
3. Increase customer Value
§
Propose and implement different
CLM activities that intend to increase ARPU.
§
Target different behavioural
segments with suitable BTL 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
REQUIRED SKILLS & KNOWLEDGE
Educational Qualifications & Functional / Technical Skills
§
Degree in a Commercial related
discipline
§
Master’s Degree is an added
advantage
§
Mastery IT literacy levels with
high proficiency in Microsoft Excel and PowerPoint
§
Strong analytical skills able to
draw conclusions from data, management information and trends
Relevant Experience
§
8-10 years of work experience
with a minimum of 3years in a management role
§
Minimum of 3 years’ experience
gained in the telecom industry Telecom should be in implementing successful CLM
activities and managing customer cycle framework.
§
Sound understanding of generic
Telco customer facing applications
§
Extensive knowledge of telecom
workflows to ensure effective integration on different product & 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
CLOSING DATE
Suitable
candidates are required to send their application & Curriculum vitae
to jobs@zm.airtel.com.
Closing date
for applications is Wednesday 28th November, 2018.
Please note that due to
the high volume of applications, only shortlisted candidates will be contacted.
