Airtel Kenya Job Vacancy : Communications Manager

Job description
Reporting to the Customer Experience Director, the incumbent’s role shall be:

• Develop an internal communications strategy and lead day to day communication against the strategy
• Coordinate with other Customer Experience Units and colleagues in relevant departments at all times to ensure that any new insights are communicated to the entire team
• To be the main contact point for all information within Customer Experience
• Outline the various communication platforms and respective guidelines for their use
• Measure and monitor the communications impact on the customer Service function
• Ensure Premier newsletter release is timely and up to date content
• Put in place the right mechanics ( process and procedures) that validate communicaton content i.e text broadcast messages, Interactive Voice Recorder to reduce negative impact to customers
• The contact person for validating text broadcasts to customers
• Maintain continuous update and availability of information to CS staff in shared folders within the company network include archiving outdated information for reference purposes.
• Define the survey questions to be used for the customer satisfaction surveys and drive execution of the same
• Create curriculum and scripts to educate staff on Customer experience related issues and products

Desired Skills and Experience

Qualifications:

• Bachelor’s degree in Communications, education , political science, public administration ,law or social sciences
• Knowledge of telecom products and services and basic knowledge in Customer Service systems
• Minimum of 2 years contact center experience or 3-5 years hands on experience in communications
• Astute leadership skills with good communication and presentation skills
• Keen attention to detail
• Creative thinking and perspective on how to resolve or turnaround issues
• Disciplined, responsible and Pro active

How to Apply

Interested and qualified candidates are invited to apply for the role by sending an application letter and resume to hr@ke.airtel.com. The deadline for applications is COB Wednesday 24th June 2015.