JOB PURPOSETo plan, monitor and ensure achievement of the customer and revenue market share objectives set for zonal operations by supervising and influencing multiple teams to deliver operational excellence in customer service, channel management and market expansion.DUTIES & RESPONSIBILITIESTo add revenue earning customer net additions – prepaid and postpaid in the zone -To identify and formulate zonal sales strategies to help drive gross additions, control on churn and zero billing customers, supervising health of acquisitions, compliance on activations, and Activating connections as per the mentioned turnaround times RMS Growth -To ensure the zone continues to get revenue market share in excess of CMS through implementing revenue enhancement initiatives by managing own base to deliver higher revenue’s (driving outgoing usages, VAS etc.) and also focus on churning high value competition customers To achieve the net revenue of the zone -To identify and formulate strategies to help drive collections and bad debts performance of the zone, VAS upselling activities, driving recharge turnovers, and reduction in first bill churn & zero recharge To deliver on the channel satisfaction score -Constantly ensuring healthy ROI of channel partners e.g. distributors, retailers and resellers. Timely disbursement of claims to the market, regular trade servicing and channel delight activities Rural penetration –
Develop localized strategies that would ensure an increase in Airtel’s penetration and dominance of the rural market in the zone
To expand distribution width and depth –
To identify and formulate zonal sales strategies to help drive distribution, number of retail outlets, SIM activation points
To ensure the employee engagement scores are in line with the targeted scores of the zone –
Continuously motivating the front line by leading from the front and setting examples for them to follow and to ensure that all their genuine problems are taken care of
Network -To constantly act as customer advocate, by monitoring network KPIs are at the agreed levels thereby creating excellent customer experience Brand visibility -Constantly ensure that the Airtel Brand is visible in the trade and that all retail outlets carry the required branding Marketing communication -Ensure that all marketing communication in the zone is tailor made for the zone, ensuring that these are easily understood, culturally correct and engender affinity with the Airtel brand MAJOR CHALLENGESDriving cross-functional teams through planning, tracking and reviews to ensure revenue earning customers and net revenue for the zone is delivered and post sales challenges are taken care of.KEY DECISIONS
Recruitment and termination of channel partners
Zonal OPEX
DIMENSIONS (METRICS)
Revenue Earning Customers Prepaid No.
Revenue Earning Customers Postpaid No.
Gross Revenue
Team Size
Channel Partners
SKILLS & KNOWLEDGE
A recognized postgraduate degree in Management
Up to 10 years’ experience in sales and marketing, at least 2 years of which must have been at a middle management level handling independent businesses
Good interpersonal and communications skills
Strong analytical skills
Entrepreneurial orientation
Needs to be aggressive with a problem-solving attitude
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