Lead - Enterprise Customer Experience at Airtel

Job Purpose:

Driving outstanding customer experience for Enterprise Products and Services by delivering seamless user experience, creating competitive advantage for all country operations in Africa, while ensuring compliance to all enterprise policies and processes

The role of the Enterprise customer experience lead is to proactively increase Enterprise customer satisfaction and loyalty, through ensuring interactions meet customer needs across the customer life cycle, and service level objectives are met. The ultimate goal is creating an ongoing strategy for anticipating and meeting customer needs, and implementing this strategy working closely with country enterprise directors

Duties and Responsibilities:

• Defining and driving the customer onboarding process for enterprise customers in all country operations in Africa
• Building and improving the enterprise customer service and operations model - working closely with the Network team - addressing the service level requirements of Corporate, SME and Carrier customers for fixed and mobile services
• Ensuring contact resolution of all customer requests, questions, and problems, either immediately or in a timely fashion, creating an emotional connection through a new digital journey, detecting proactively outages, preventing future problems, upselling and cross-selling, capturing and analyzing all inputs received from the customers’ experience
• Ensuring all the processes are designed simple and seamless for Enterprise Customers, while being competitive
• Setting up processes and policies for all touch points; call centers, NOC, Airtel stores…; for effective customer handling at low cost high revenue generation model, making sure all staff involved are fully trained
• Ensuring customer voice and insights reaches to the respective stakeholders for right product and service design and modifications
• Ensuring correct service and process design before market roll out, ensuring services are properly tested and certified
• Closely working with Digital teams to ensure end to end customer journeys are automated and fully digital. This includes customer on-boarding, customer order-to-bill, customer relationship management, customer service management
• Driving error free provisioning and billing processes, with a strong focus on timely cash collection
• Driving Enterprise customer satisfaction campaigns, measuring CSAT and NFS metrics, defining and executing CX improvement plans at Africa and country operations level
• Responsible for Customer experience KPIs like Interactions per Customer, Complaints, NPS, Cost / Opex, Product Churn

Qualifications and Experience:

• Bachelor of Technology with in-depth understanding of telecom trends
• MBA preferred
• 10-12 years of experience in leading a highly qualified and experienced team in a highly complex environment
• 10- 12 years of in-depth experience in the telecom space, especially in network and value-added ICT services
• Having good background and experience on Enterprise network and value-added services product, Enterprise customer service and operations
• ITIL 4 foundations certified
• Very high collaboration with Enterprise sales, Network, IT, Digital team and Marketing teams
• High on analytics and problem solving through automation.
• Very high on rigor, processes and policies
• Creativity (out-of-the box thinking) and strong entrepreneurial spirit
• Strong Commercial Acumen
• Strong Customer orientation
• Excellent Communication and negotiation skills