Regional Fixed Lead at Safaricom Kenya

Job Description

Reporting to the Regional Business lead ,the Regional Fixed Lead will oversee the successful rollout and expansion of Fixed broadband services, including FTTH (Fiber to the Home), 4G, and 5G networks, within their assigned region. The role is focused on driving network and customer growth, ensuring high retention and product adoption, and enhancing operational efficiency through collaboration with internal and external stakeholders. This position is key to meeting both revenue and growth objectives while delivering exceptional customer experience and improving the quality and scale of fixed broadband services.

Job Responsibilities

Network & Customer Growth:

• Drive FTTH/4G/5G Rollout: Lead and execute the rollout strategy for FTTH, 4G, and 5G networks in the region to ensure successful deployment, expanding the network footprint.
• Prioritize Rollout Opportunities: Analyze and prioritize rollout opportunities, focusing on areas with high demand and potential for growth, such as inactive customers and areas with high churn.
• Upskill Rollout Team: Ensure that the team is well-versed in rollout qualification criteria to drive performance and efficiency.
• Convergence of FTTB and FTTH: Work on strategies to integrate FTTB (Fiber to the Building) and FTTH for seamless network coverage.
• Channel Rollout Strategies: Develop tailored channel strategies for different markets, including landlord packages, wholesale offerings, and low-cost area distribution.
• Strategic Partnerships: Cultivate relationships with estate developers, government housing projects, SACCOs, and corporates to expand the fixed broadband footprint.
• Access Issues Management: Proactively resolve access issues within estates, including long-term engagement and tailored support.
• ARPA Initiatives: Own and drive programs related to Average Revenue Per Account (ARPA), such as ShowMax, 4G for Home discounts, upgrade programs, and loyalty initiatives.
• Retention Management: Lead the regional account management team to improve retention rates through activities like CVM, insights, and customer engagement programs (on-ground and outbound calls).
• Dealer Support: Enhance retention capabilities for dealers and provide ongoing support for improving retention processes and strategies.

Product Development & Innovation:

• Customer-Centric Product Strategy: Act as the liaison between the Fixed Data Tribe, Channels, and Segments to review insights and develop products that address customer needs and streamline the customer journey.
• Smart Homes & IoT Adoption: Lead initiatives to promote the adoption of smart home use cases and IoT solutions to extend the value of fixed internet beyond basic connectivity.
• Upskill Team & Performance Monitoring: Identify skill gaps in the team through NPS feedback, retention surveys, and customer insights, and implement actions to address them.

Operational Excellence & Automation:

• Contractor Monitoring: Ensure that contractors meet high-quality standards in service delivery and workmanship by working closely with the Technology home support team.
• Digital Transformation: Drive digitalization and automation of key fixed broadband processes, including rollout, sales, customer experience, and dealer payment systems, to improve efficiency and reduce costs.

People Management 

• Develop, coach and motivate the team to achieve overall objectives and manage team performance.

Qualifications

• Bachelor's degree in Business Administration, Engineering, Telecommunications, or a related field.
• A Master's degree in Business Management or a related discipline is a plus.
• Minimum of 5 years of experience in a similar role within the telecommunications industry, focusing on fixed broadband services (FTTH/4G/5G).
• Proven track record of managing large-scale network rollouts, customer acquisition, and retention programs.
• Experience in managing cross-functional teams and driving complex projects to successful outcomes.
• Familiarity with digital transformation initiatives in sales, customer service, and operational processes.
• Strong leadership, team management, and coaching abilities.
• Excellent strategic thinking and problem-solving skills.
• Strong communication and stakeholder management skills, with the ability to engage at senior levels.
• Ability to analyze data and derive actionable insights to drive growth and performance.
• Knowledge of fixed broadband technologies and trends (FTTH, FTTB, 4G/5G)
• Familiarity with CRM systems, digital tools, and automation platforms
• Willingness to travel within the region as required
• Valid (BCE) driving license with no recent driving violations