Airtel Africa wishes to recruit for the role of Head of Customer Life Cycle Management within the Airtel Money Division. Reporting to the Airtel Money Director, the role holder will define and develop the end to end customer life cycle process to grow usage and revenue, drive retention of customers through innovation of new initiatives and products, prioritize marketing programs that lead conversion rates, usage, drive product adoption and reduce churn. Role will partner closely with commercial (Sales and Enterprise) management team to define processes and customer experiences which efficiently achieve these goals.
In conjunction with the product team, drive revenue stream for Airtel Money by assisting in the conceptualization of product proposition to grow the usage & revenue
Provide direction for all new product/service launches by guiding the preparation of execution plan and ensuring front-line staff/agents readiness
Participate in Business strategy planning and annual operating business plan formulations
Lead in Campaign management initiatives that will grow the revenue base
Develop a retention strategy and ensure Commercial business units (Sales, enterprise and Customer experience) align on the initiatives
Document and approve all retention programs, prepare quarterly ROI reports for review
Liaise with Product team, Enterprise, Sales & Customer experience to define, Implement and co-ordinate retention program for all customer segments.
Ensure alignment to the Group’s Retention strategy
Drive implementation of loyalty initiatives (product or services) to deliver agreed retention targets
Identify customer ‘pain points ‘, barriers to service delivery excellence and have a current list of why customers are dissatisfied
Adaptation of different communication mode and message engineering with analysis of level of uptake/Impact of the same.
Develop & share churn reporting models, provide guidelines for execution and generation of target lists
Identify customer segments for targeted marketing programs and plan customer offers and incentive programs to deliver ROI-positive results
Prepare budgetary forecasts, ensure implementation & monitor the expenditure of the same to meet business requirement to drive achievement of the yearly targets
Engage respective Operating countries in the preparation and presentation of detailed budgetary justification inclusive of P & L analysis before implementation
Provide inputs and approval into the annual planning and development of ATL & BTL plans, identify and map BTL marketing platforms and programs for targeted segments
Build and drive both reactive and proactive ATL & BTL campaigns and tactics
Qualifications
Bachelor’s degree in commerce, business or economics or equivalent
Professional accreditations in marketing 8-10 years relevant marketing strategy and/or Customer experience/relationship management experience in Mobile Financial services or FMCG
Good understanding/ appreciation of the digital marketing landscape Familiarity with online marketing metrics and key performance metrics
Competencies and Behaviors
Innovative and very customer centric
Proven leadership skills
Good problem solving and analysis skills
Good interpersonal skills to interact with cross function teams
Keen eye for detail
The deadline for applications is 5.00pm on Friday 11th October 2019.
Only shortlisted candidates will be contacted.
