Vacancy title:
Customer Value Specialist

[Type: FULL_TIME, Industry: Telecommunications, Category: Customer Service]

Jobs at:
Airtel

Deadline of this Job:
Monday, April 21 2025

Duty Station:
Lusaka | Lusaka | Zambia

Summary
Date Posted: Thursday, April 17 2025, Base Salary: Not Disclosed

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JOB DETAILS:

Analyzing inactivity trends and implement programs and customer engagement campaigns across different touch points to improve customer satisfaction and loyalty thus minimizing churn for HBB.

CORE RESPONSIBILITIES ARE:

• Design and develop campaigns, loyalty programs and initiatives targeted at a segmented customer base.
• Maintain a thorough understanding of Airtel’s HBB products, and promotions to effectively address customer inquiries and offer appropriate solutions
• End to end campaign execution with the support of relevant stakeholders that includes development and implementation of approved test plans, and Identification of campaign performance gaps.
• Create retention and campaign management frameworks, including metrics and key performance indicators (KPIs).
• Run OBD/Tele-calling campaigns for win backs and generate a report of conversions
• Develop report dashboards for daily/weekly/monthly win backs campaign performance tracking
• Ensure campaign quality assurance in line with the governance and regulatory policy requirements
• Prepare and present regular reports on retention activities, customer feedback, and churn rates to the HBB Experience Manager
• Develop and execute customer satisfaction surveys for business decision making purposes
• Manage all HBB communication via all channels
• Ensure all communication adheres to policy and regulatory standards

Educational Qualifications & Functional / Technical Skills:

• Degree in Marketing, Statistics, Computer Science, Engineering, Actuarial or equivalent degree.
• Strong SQL data mining knowledge.
• Analytical skills and capabilities.
• Audience segmentation skills.

Relevant Experience:

• Minimum of three (03) years’ working experience in CVM campaign management and programming.
• Experience in a telecommunication environment will be an added advantage

OTHER REQUIREMENTS

• Effective written and verbal communication skills and stakeholder management
• Excellent commercial acumen
• Consumer Behavior Insights.
• Proactive and displaying entrepreneurial spirit

Work Hours: 8

Experience in Months: 36

Level of Education: bachelor degree

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