Airtel Kenya Job Vacancy : Head of Engagement and Customer Loyalty Management

Job description


Airtel Kenya wishes to recruit the position of Head of Engagement and Customer Loyalty Management in the

Customer Service Division. Reporting to the Customer Service Director, the incumbent’s role shall be to:
· Engage stakeholders with relevant business units to formulate and deliver on a single customer

retention strategy, whose execution will ensure maximization of the lifetime value of customers
· Document an approved retention program to be reviewed quarterly and Return Of Investment (ROI)

reports generated and sent to the Customer Service Director
· Liaise with Marketing, Enterprise and Sales to define and drive implementation of loyalty initiatives

(product or services) to deliver agreed retention targets for all customer segments
· Act as key customer engagement point and drive Customer Care retention projects as aligned to the

Airtel retention strategy
· Identify the consumer needs by using data from the Market Intelligence team into customer pain

points, general behavior and customer response towards various campaigns of retention and loyalty
· Manage effective customer win-back mailing campaigns supported by online and telephony contact.
· Solicit, consistently monitor and report on customer feedback
· Set Service Level Agreements for the unit and communicate to all stake-holders
· Ensure nil cases reported of non-observance of contract terms or breach of operating standards by

contracted vendors
· Develop and share churn reporting models daily, weekly and monthly reporting tools
· Determine customer information gaps and how they will be filled. Provide guidelines for execution and

generate target lists
· Achieve the yearly churn targets within the assigned retention budget
Desired Skills and Experience

Qualifications:
· Bachelor’s degree in marketing or a statistical technical discipline
· Knowledge of telecommunication products and services
· Basic knowledge and work experience of a Customer Service system
· 6-7 years’ experience in a marketing ,business analysis or customer management with targeted work

output to driving retention, product development and also overseeing the development and

implementation of loyalty programs.
· Excellent interpersonal and communications skills with the ability to break down complex issues to layman

language.
· Well-developed presentation skills with a good business acumen
· Proven ability to engage with leadership teams to create buy in on retention and loyalty initiatives.
· Well-honed Leadership skills – able to work well with others and Project Management capability
· Creative and willing to take well calculated risks
· Flexibly and adaptive to change with good problem solving skills

This position is at Senior Manager Level – Band 4 in our Hay Group.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.