Head of Usage and Retention at Airtel

Reporting to the Marketing Director, the responsibilities will include and are not limited to;

• Manage the Product and Services budget
• Evaluate products and service specifications and initiate or implement changes where necessary, taking into account internal and external customer demands
• Manage product lines through entire product life cycle, from launch to maturity

• Achieve the desired revenue from the base by designing and developing customized programs for prepaid and postpaid.

• Planning and achieving an optimal balance between the cash-in amount and the usage by the customer for Airtel Money

• Design, manage, analyze programs and offers to create customer loyalty to the network and reduce churn

• Work in close conjunction with the customer care retention team to do targeted promotions of the inactive customers for both Airtel Money as Postpaid

• Ensure an error free process for various tariffs/ promotional programs. Develop and implement a process resulting in no customers’ complaints while availing of the program benefits
• Design plans and programs for increasing the penetration and the usage of the long distance traffic

• Single point of contact for any reporting requirement or analyses concerning Customer Loyalty Management (CLM) or Usage and Retention (U & R)
• Have a full understanding of Customer movement to provide accurate forecasting on the basis of past and present performance
• Manage and Drive understanding of the impact of any launched campaign
• Manage, develop and motivate direct reports

Knowledge, Skills and Qualifications

• Bachelor degree in Marketing, Finance, Economics or other related field; Qualified marketer (CIM)
• 5-8 years’ experience in a similar role within Telecommunications industry with at least 3-5 years handling a product category. Telecom experience is preferable
• Project management skills
• Customer focused with a good business acumen
• Excellent planning and organisational skills
• Hands on attitude with the ability to work well in teams
• Result oriented with good attention to detail
• Good communication and presentation skills
• Excellent analytical skills
• Ability to innovate and deliver value to business at multiple level
• Proven ability to analyse complex business issues and identify, design and implement effective practical recommendations
• Ability to manage an outsourcing partner to deliver business solutions
• Strong leadership skills with the aability to influence decisions at Executive level