Career Opportunities at AirtelTigo

Summary

• The successful candidate will join as a Shop Manager in the Customer Experience department.
• (S)He will report to the Retail Manager and will manage AirtelTigo shops to ensure superior customer service as well as driving revenue growth.
• The Job holder will also supervise and coordinate the work efforts of the shop executives by ensuring professional and courteous support to customers.

Core Responsibilities

• Working closely with Retail Manager to ensure uniformity of AirtelTigo Retail CEX guidelines.

People

• Responsible for performance management of owned shop employees.
• Provide coaching, recommend and supervise training for team members.
• Enforce and track process adherence of all customer experience employees in the shop.
• Participate in all trainings and personal development exercises.
• Provide team briefing and coaching programs to enhance service delivery.

Process

• Manage customer experience deliverables, standards, processes, service levels and compliance in the store.
• Supervise health of acquisitions and ensure compliance on activations.
• Manage and ensure availability of products/devices in the shop.
• Responsible for driving enhanced customer experience in the shop.
• Responsible for team engagement.

Customers

• Ensure that L2 and L3 tickets are handled according to defined SLAs.
• Drive customer engagement initiatives in the store.
• Ensure good ratings on T-NPS and CES

Candidate Requirement

• Strong leadership skills and have demonstrated the ability to motivate, develop talents and manage a team to achieve goals
• Must be methodical and have an appreciable level of analytics
• Must be a team player with appreciable level of emotional intelligence
• Must be customer and consumer focused.
• Must have a growth mindset to exceed expectations and targets
• Project management Skills and sales brilliant basics are key
• Must have integrity, responsible and high sense of accountability.
• Excellent organizational, communication, selling, listening and interpersonal skills
• Willing to live anywhere in the country
• Must possess a valid driver’s license.

Qualification Required & Experience

• A Bachelor’s degree from a recognized institution
• 2-4 years of experience in retail operations and management.

Core Competencies

• Excellent knowledge in retail operations management
• Excellent analytical and problem-solving skills
• People management skills
• Excellent planning skills
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing
• Strong coaching skills
• Culture sensitivity.

Key KPIs

• Shop profitability
• T-NPS
• CES
• MFS, Data and Gross Adds acquisition

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Summary

• The successful candidate will join our team as a retail executive in the Customer Experience department.
• (S)He will report to the Retail shop manager and will interface with customers, ensuring that their service needs are identified and resolved to enhance customer experience.

Core Responsibilities

• Working closely with Shop Manager to ensure uniformity of AirtelTigo Retail CEX guidelines.

People

• Participate in all trainings and personal development exercises.
• Engage in all team briefing and coaching programs to enhance service delivery in the shop.

Process

• Participate in all trainings and personal development exercises.
• Engage in all team briefing and coaching programs to enhance service delivery in the shop.

Customers

• Ensuring that all customer queries/complaints are resolved as per SLAs.
• Ensure good ratings on T-NPS and CES.

Qualification Required & Experience

• Bachelor’s degree from a recognized institution.
• 2-3 years of experience in retail operations.

Core Competencies

• Excellent knowledge in retail operations
• Excellent analytical and problem-solving skills.
• Excellent planning skills
• Excellent interpersonal skills
• Excellent and effective communication skills, both orally and in writing.
• Culture sensitivity

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Summary

The successful candidate will join as a Manager for Quality Assurance and Process Compliance in the Customer Experience Department.

(S)He will report to the Head of Quality Assurance & Compliance and will be responsible for creating and implementing processes and programs to ensure effective learning and training.

The Quality Assurance and Process Compliance Manager will also oversee the assessment of the core knowledge and skills required for efficient functioning of personnel across all touchpoints to the achievement of set goals.

Core Responsibilities

Training

• Develop training programs to ensure maintenance of high standards of functioning by touchpoint employees in delivering customer experience.
• Facilitate certification for on-boarding of new hires for all touchpoints.
• Develop, implement, and assess touchpoint employees to ensure they are aligned with the required knowledge and skills for effective functioning in order to deliver quality service to customers.
• Coordinate with product owners and other relevant stakeholders to train touchpoint employees on new products and services and to ensure continuous update of knowledge and skills.
• Develop and implement a continuous performance and development tracking program for touchpoint employees to ensure maintenance of the required standards of service delivery and experience to customers.

Processes

• Ensure continuous process re-engineering
• Ensure all customer experience processes are aligned to company requirements
• Responsible for evaluating the performance of processes in the unit
• Act as a focal point for process in the customer experience unit

Quality Assurance

• Have a blueprint of all customer experience standards in all touchpoints
• Coordinate in closing gaps of quality findings through coaching, mentoring, and training.
• Contributing to experience audits and the development of Customer Journey Maps
• Performs periodic monitoring reporting and generates a standard level of operations across the touchpoints.
• Ensure adherence to the Quality Assurance Standards
• Ensure prompt resolution of all issues that might arise from quality assurance assessments
• Ensure executives deliver at high standards to create expected customer experience channels
• Act as a backend support for all touchpoints on quality assurance related issues.
• Pre and post launch testing of products and services including any other tests that the business requires

Candidate Requirement

• Strong leadership skills and have demonstrated the ability to motivate, develop talents and manage a team to achieve goals
• Must be methodical and have an appreciable level of analytics
• Must be a team player with appreciable level of emotional intelligence
• Must be customer and consumer focused.
• Must have a growth mindset to exceed expectations and targets
• Project management Skills and sales brilliant basics are key
• Must have integrity, responsible and high sense of accountability.
• Excellent organizational, communication, selling, listening and interpersonal skills
• Willing to live anywhere in the country
• Must possess a valid driver’s license.

Qualification Required & Experience

• A Bachelor’s degree from a recognized institution
• Possession of an MBA from a recognized institution will be an added advantage
• 2-4 years of experience in a similar role.

Core Competencies

• Excellent analytical Skills
• Excellence problem solving skills
• Excellent Personal and interpersonal skills
• Proven leadership and people management skills
• Ability to develop and implement relevant training
• Drive towards continuous development and improvement
• Culture sensitivity.

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Summary

• The successful candidate will join as a Direct sales supervisor in the sales and distribution department.
• (S)He will support Regional Sales Manager to achieve activation and sales objectives.
• Also working in accordance with the company’s policies and procedures, (s)he will continually improve the present and future performance of the business.
• The Direct Sales Supervisor will create team spirit based on the company’s values, stimulate innovation and customer focus throughout the operation.

Core Responsibilities

• Develop and grow businesses in assigned regions by recruiting & managing mobile agents
• Provide technical feedback with reference to issues with activation
• Provide reports to the Direct Sales/Regional Manager
• Ensure that BTL activities are held on schedule and report on results
• Prepare monthly activation and BTL schedule and executes accordingly
• Identify Business/Activation opportunities in the market.
• You are responsible for ensuring that there is adequate branding for/of the team
• Recruit Points of Activation.
• Prepare and submit monthly itinerary on the last Friday of every (current) month
• Prepare daily route before going out on the field/market and sending daily visitation tracker
• Hold daily morning meetings with the team and align on the plan for the day.

Qualification Required & Experience

• A University degree from a recognized University with emphasis in Marketing or a Higher National Diploma (HND) from related business fields.
• A minimum of two (2) years’ experience in a Sales and Distribution role and operation experience preferable in FMCG.
• Proficiency in IT software’s such as Microsoft Office, etc.
• Ability to communicate clearly and concisely in verbal and written English is essential.
• Good organizational and time management skills
• Good execution and reporting skills.
• Must be licensed to drive and with clean driver’s license/record.

Core Competencies

• Bullet pointed list of skills, experience and qualifications successful candidates will need
• Be specific as possible, using numbers where possible (e.g. experience managing teams of 10 or more)
• Don’t ask for anything that discriminates against personal traits such as age or sex.

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JOB PURPOSE

Identify and manage relevant channels, plan and execute the promotion of the AirtelTigo brand and products through effective AI-powered digital advertising, audience engagement and community/influencer management across all channels. Implement a complete Website and Social Media strategy to grow online followers, with key focus on turning these online followers into promoters.

CORE RESPONSIBILITIES

• Working with the Digital Agency and other partners, you will manage contents on the AirtelTigo owned digital portals including AirtelTigo App, Website, LinkedIn, Facebook, Twitter, Instagram, TikTok and YouTube accounts.
• Execute the social media strategy for the business and ensure it aligns with the commercial and brand objectives.
• Develop and execute a compelling content calendar across all platforms – ensuring timely, relevant and engaging content. This includes revenue growth and brand building activities – this should translate into increased scores for engagement and Net Promoter Score.
• Work with the customer service back office social media team to create a positive and a reliable brand image for the business by resolving all customer issues online within the required response times.
• Identify, manage and engage Digital Influencers for all digital brand and product activations.
• Ensure all campaigns are properly booked and tracked for results and accurate spend.
• Employ strategies and exciting ways to convert AirtelTigo employees into brand advocates.

KPIs

Defined KPIs will include:

• Digital engagement scores
• Digital Net Promoter Scores
• Smartphone penetration and data usage

QUALIFICATION

• University degree, preferably in Marketing, Computer Science, Information Studies, Marketing or other
• Professional certificate in Web Development & Social Media Marketing is an added advantage

MINIMUM EXPERIENCE & ESSENTIAL KNOWLEDGE

• Minimum of 3 years of digital (web and social media management) experience in a competitive industry and/or agency
• Fair knowledge of the internet and modern web technologies (Web 2.0 and Web 3.0).
• Fair knowledge of Digital Programming languages e.g., HTML
• Modern Web Content Management Systems, creative design and multimedia publishing
• MS Office Tools such as Word, Excel and PowerPoint

CORE COMPETENCIES

• Communication skills, both written and verbal.
• A great storyteller
• A positive attitude
• Creativity and Innovation
• Ability to work under pressure and time constraints
• Mature ability to work collaboratively throughout the organization and be a valuable digital expert
• Familiar with Digital Programming languages and Graphic design and multimedia production
• Ability to engage in effective and persuasive negotiations
• Ability to achieve results through others
• Set and manage priorities

Ready to be part of our dynamic and innovative team? At AirtelTigo, we enhance the value of our employees by providing long-term growth and opportunities in an ever-evolving work environment. Our values are at the core of what we do and represents who we are, Simplicity, Transparency and Relevance. Initiate your journey to be part of our world-class team and experience a rewarding career.