Voice Executive

Why Airtel Africa?

At Airtel Africa, we act with passion, energy, and a can-do attitude. Innovation and an entrepreneurial spirit drive everything we do. If you like “ordinary,” then we are not for you.

We champion diversity and continuously anticipate, adapt, and deliver solutions that enrich the lives of the communities we serve. We roll up our sleeves to win with our customers.

By choosing Airtel, you become part of a winning team with the opportunity to build a strong career across our operations in Africa. Airtel Africa is an equal opportunity employer committed to diversity and inclusion.

Responsibilities

• Develop and own the overall customer engagement and retention strategy for prepaid customers, driving growth in customer spend, usage, retention, and lifetime value
• Lead end-to-end planning of customer communication journeys, including automation, real-time triggers, and personalized campaigns
• Drive a data-driven culture through analytics, experimentation, and test-and-learn methodologies
• Collaborate with Marketing, Networks, IT, Customer Experience, and Finance teams to deliver seamless engagement initiatives
• Benchmark competitors and refine propositions, offers, and communications based on customer insights
• Define and execute channel migration strategies, shifting users from assisted channels (retail, call centers) to digital self-service (USSD, app, web)
• Develop strategies to increase bundle adoption and drive higher usage within bundled plans
• Manage and optimize campaigns across SMS, USSD, app, WhatsApp, digital platforms, outbound channels, and automated voice systems
• Ensure accurate configuration, testing, and deployment of campaigns, including validation and reporting
• Ensure all customer journeys comply with regulatory, privacy, and compliance standards

Qualifications

• Bachelor’s degree in a relevant field
• Postgraduate qualification (e.g., CIM) or an MBA is an added advantage
• 3–5 years’ experience in a marketing role, preferably in product development
• 1–2 years of management experience
• Experience in the telecommunications or FMCG industry

Skills Critical for the Role

• Ability to operate in a performance-driven environment
• Strong understanding of current technologies and industry trends
• Strong analytical and strategic thinking skills
• Excellent planning and organizational abilities
• Strong interpersonal and communication skills
• Goal-oriented mindset with high personal standards
• Strong leadership and coaching skills