Careers at Safaricom Kenya

Responsibilities

Support Regional Activation Planning

• Prepare regional activation briefs with the Home opportunity, target household cohort, location, technology route, channel plan, partner support, Financial Services or loyalty hook and expected outcome.
• Work with Regions to confirm priority estates, neighbourhoods, campuses, build areas, activation requirements, frontline readiness and local execution support.
• Use available insight, personas, value pools and regional feedback to tailor activities for Home cohorts.
• Translate Home propositions into clear execution guidance for Regions, partners, developers, dealers, property managers and frontline teams.

Coordinate Community and Partner Amplification

• Identify suitable local touchpoints such as estates, gated communities, campuses, work hubs, residential clusters, developer routes, retail outlets, partner locations, digital communities and local groups for planned activations.
• Support the selection and coordination of developers, property managers, landlords, content partners, device partners, lifestyle brands, ecosystem partners and local influence networks.
• Track partner inputs, required materials, timelines and approvals to ensure activations are ready for launch.
• Ensure each activation has a clear customer action such as qualification, sign-up, installation booking, proposition uptake, upgrade, Financial Services attach, loyalty participation or care recovery.

Land Home Propositions through Regions and Partners

• Help translate approved Home value pools into regional execution plans across FTTH, FWA, terminals, Smart Living devices, content, Financial Services, loyalty, care and partner benefits.
• Work with Product, Home, Network, Financial Services, Digital and Care teams to confirm that households can discover, understand, access, install, use and repeat the proposition.
• Use regional channels, partner networks, estate routes, relationship-led routes and assisted touchpoints to extend reach and improve adoption quality.
• Confirm what must be live, where it will show up, who will execute and what metric will prove the proposition has landed.

Embed Financial Services and Loyalty in the Right Moment

• Work with Financial Services teams to place payments, financing, insurance, device access or affordability hooks where they solve real Home needs.
• Clarify the Financial Services handshake for each activation: household need, capability, placement, eligibility, experience guardrail and expected value contribution.
• Work with Loyalty, Brand, CVM and Partners to use recognition, rewards, referrals, service benefits and partner value to reinforce repeat usage, upgrades, Smart Living attach, trust and retention.
• Track whether behaviour continues after the reward or activation moment ends and feed the learning back into segment and delivery routines.

Track Execution, Learning and Follow-Through

• Coordinate action trackers, delivery routines and follow-ups across Regions, Brand, Financial Services, CVM, Product, Home, Care, Network, Technology and partners.
• Monitor activation measures such as reach, qualification, sign-up, installation conversion, proposition uptake, repeat use, Financial Services attach, partner delivery, regional response and customer feedback.
• Identify delivery gaps, value leakage, network readiness issues, installation friction or customer experience risks and escalate early to the accountable owner.
• Maintain reusable briefs, partner notes, regional templates and activation playbooks to support consistency and scale.
• Health and Safety; Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work and adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions

Core competencies, knowledge and experience:

Customer Obsession

• Uses household needs, regional context and community insight to support relevant activation choices that strengthen trust, reliability, convenience and perceived value.
• Protects simplicity, transparency and consistency so local activations improve rather than confuse the customer experience.
• Measures success through relevant reach, qualification, installation conversion, uptake, repeat use and useful local proof points.

Purpose

• Connects day-to-day execution to Home growth, household progress, service reliability, regional opportunity and Safaricom’s broader value ambition.
• Keeps regional work focused on customer value realization and portfolio growth, not activation volume alone.
• Live our Purpose and demonstrate the highest standard of integrity.

Innovation

• Looks for practical ways to improve activation briefs, partner routes, estate plays, local proof points and execution routines.
• Tests regional hooks, developer routes, property partnerships, Financial Services attach moments, loyalty triggers and assisted journeys that improve qualification, installation and repeat use.
• Codifies what works into repeatable regional playbooks.

Collaboration

• Works with Regions, Brand, CVM, Product, Home, Network, Financial Services, Care, Technology, partners, developers, property managers and community stakeholders to land activations.
• Clarifies owners, dependencies, materials, channel routes and success measures before execution.
• Escalates delivery gaps early and keeps execution routines disciplined.

Qualifications

• Bachelor’s degree in Business, Marketing, Insights, Commercial, Digital, Communications, Telecommunications or a related field.
• Minimum 4 years' experience in a sales or trade marketing, with demonstrated expertise in regional commercial activation, customer acquisition and retention, channel and ecosystem stakeholder management and strategic partnerships. 
• Practical experience in marketing execution, regional activation, partnerships, customer engagement, home broadband, CVM, customer value management or go-to-market support.
• Good understanding of customer insight, household personas, regional execution, community engagement, Home propositions, Financial Services attach, loyalty, developers, property ecosystems and partner networks.
• Ability to prepare briefs, track actions, coordinate stakeholders and support execution across Regions, Brand, Product, Home, Network, CVM, Financial Services, Care, Technology and partners.
• Strong communication, follow-through, organization and willingness to learn in a fast-moving matrix environment.

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Responsibilities

Health & Safety

• Uphold the company code of conduct, policies and procedures, ensuring integrity and accountability in every aspect of your work.
• All employees have a responsibility to adhere to safety, health, and wellbeing policies, guidelines and procedures in all actions and decisions.

Devices Strategy & Portfolio Management

• Develop and execute the overall devices strategy aligned with business objectives.
• Identify market trends and customer needs to recommend device propositions that drive growth.
• Monitor device performance, sales, profitability, and customer adoption metrics.
• Drive lifecycle management of devices from launch to retirement.

Innovation Management

• Lead the innovation agenda by identifying emerging technologies, industry trends, and new business opportunities.
• Evaluate and pilot innovative solutions, products, and services to enhance customer value.
• Lead the ideation, development, and commercialization of new products and services.
• Establish innovation frameworks and processes to accelerate experimentation and commercialization.
• Collaborate with internal and external stakeholders to develop and test new concepts.
• Build and maintain an innovation pipeline aligned with strategic priorities.

Product Development & Proposition Design

• Develop compelling device propositions and bundled offerings.
• Define business requirements and customer journeys for new products and services.
• Ensure products meet customer expectations and deliver measurable business outcomes.

Commercial Performance

• Own and deliver device, innovation, and partnership-related revenue, profitability, and market share targets.
• Develop business cases, investment proposals, and financial models for new products, services, and innovation initiatives.
• Monitor key commercial KPIs and implement corrective actions to improve performance.
• Track product portfolio performance and recommend actions to maximize return on investment.

Market Intelligence & Insights

• Conduct market analysis, competitive benchmarking, and customer research.
• Identify emerging consumer behaviors and technology trends to identify unmet customers’ need and provide recommendations based on market intelligence and insights.
• Utilize customer insights, analytics, and market research to improve product and service experiences.

Strategic Partnerships & Ecosystem Development

• Develop and execute partnership strategies with device manufacturers, technology providers, digital platforms, fintechs, startups, and ecosystem players.
• Identify, evaluate, and onboard strategic partners that enhance customer value propositions and support business growth objectives.
• Negotiate commercial agreements, joint business plans, and co-marketing initiatives.
• Drive ecosystem-based solutions by integrating devices, connectivity, digital services, and emerging technologies.
• Build and maintain strong stakeholder relationships to accelerate innovation and market leadership.
• Continuously assess partnership performance and identify opportunities for optimization and expansion.

Agile Squad Leadership

• Lead and inspire cross-functional agile squads comprising commercial, technology, digital, marketing, finance, and operations teams.
• Define squad objectives, priorities, and delivery roadmaps aligned with strategic business goals.
• Drive agile ways of working, fostering collaboration, accountability, and continuous improvement.
• Manage sprint planning, backlog prioritization, and delivery tracking to ensure timely execution of initiatives.
• Remove delivery impediments and facilitate effective decision-making within the squad.
• Coach and mentor squad members to build high-performing teams and cultivate an innovation-driven culture.
• Monitor initiative outcomes and ensure delivery of measurable customer and commercial value.

Customer Experience & Journey Optimization

• Lead the design and continuous improvement of end-to-end customer journeys across devices and digital ecosystems.
• Identify customer pain points and implement solutions that enhance adoption, engagement, and satisfaction.
• Ensure seamless integration of devices, connectivity, digital applications, and support services.
• Drive customer-centric innovation initiatives that improve retention, loyalty, and Net Promoter Score (NPS).
• Collaborate with Customer Experience, Digital, and Technology teams to deliver exceptional customer outcomes.

Qualifications

• 5 years of relevant experience in telecommunications, technology, consumer electronics, digital products, innovation management, or product development.
• Proven experience in managing device portfolios, digital products, or customer propositions.
• Demonstrated success in developing and launching commercially viable products and services. 
• Familiarity with Agile, Scrum, Design Thinking, and innovation frameworks.
• Strong understanding of mobile devices, IoT, connected technologies, and digital ecosystems.
• Knowledge of emerging technologies such as AI, 5G, fintech, cloud services, and smart devices.
• Experience in strategic partnership management and vendor negotiations.
• Experience leading cross-functional and agile teams to deliver business outcomes.
• Strong track record in driving revenue growth, customer acquisition, and customer retention initiatives.
• Experience using data analytics and market insights to drive decision-making.
• Experience in business case development, financial analysis, and commercial performance management.