Why Airtel Africa?

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

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

By choosing Airtel, you choose to be part of a winning team. All this in addition to a brilliant opportunity to build a career in your field of expertise, across our different operating companies in Africa.

Airtel Africa is proud to be an equal opportunity employer and remain fully committed to diversity and inclusion in the workplace.

Responsibilities

Define Communication Processes

• Responsible for developing and implementing BTL (SMS, USSD, OBD, I) Communication Policy
• Review and update communication Policy to enhance Customer experience
• Ensure Policy awareness to all stakeholders

Revenue Generation

• Implement and manage the internal and external customer communication strategy, processes and policies
• Undertake the necessary monitoring and evaluation activities in order to determine the success or otherwise of communications strategies, processes and policies
• Implement systems for evaluating the effectiveness of communication activities
• Under general direction, carries out analysis of the company's regulatory compliance to the communication regulations as stipulated by the Communications Commissions of Kenya
• Maximize effectiveness of all communication channels such as SMS, Mailers, USSD, IVR, OBD, Website, social media, Invoice etc.
• Manage and ensure marketing and vendors comply with the communication schedule/calendar and further ensure correct base identification by Marketing / Vendor to curb spamming customers with multiple communications
• MIS & Reporting to Management on Communication policy compliance

Scripts/Recording

• Conduct a review of existing communications and implement new and catchy modes of communication to maximize consumer engagement and retention of information being shared
• Provide Communication support for new products and services, promotions and service outages to both internal and external parties through timely scripting and recordings for new products and services
• Review and validate communication content/scripts, volumes and delivery through all customer communication channels including the website is in adherence to Communication Policy
• Advise on, write and edit media releases, customer communication and other articles and pitch these materials to appropriate media, including by proactively identifying opportunities

Ensure Adherence to the Communication Process

• Responsible in ensuring that the communication policy is followed and adhered across the organization
• Ensure all scripts, volumes and delivery is in adherence to Communication Policy
• Regular monitoring and audit of BTL messages to ensure they are in-line with the Communication Policy as well as approved scripts
• Review all auto responses SMSs and Emails as well as draft standard letters to be used in the collection and dunning process.

Approvals

• Work closely with Marketing Communication and Customer Service Retention teams to develop and revalidate and approve all BTL scripts
• Responsible for approving and recording all scripts that are required in IVR, Switch, IN, OBD etc (All BTL Channels)

Qualifications

Educational Qualifications & Functional / Technical Skills

• Degree or equivalent in any field
• Strong Communication and Language Skills (Both Swahili and English)

Relevant Experience (Type of experience and minimum number of years)

• Developed Business analysis skills
• Planning & Organization
• Computer literacy

Other requirements (Behavioral etc.)

• Highly organized and detail oriented
• Customer Focus

• Responsible for developing and implementing BTL (SMS, USSD, OBD, I) Communication Policy
• Review and update communication Policy to enhance Customer experience
• Ensure Policy awareness to all stakeholders
• Implement and manage the internal and external customer communication strategy, processes and policies
• Undertake the necessary monitoring and evaluation activities in order to determine the success or otherwise of communications strategies, processes and policies
• Implement systems for evaluating the effectiveness of communication activities
• Under general direction, carries out analysis of the company's regulatory compliance to the communication regulations as stipulated by the Communications Commissions of Kenya
• Maximize effectiveness of all communication channels such as SMS, Mailers, USSD, IVR, OBD, Website, social media, Invoice etc.
• Manage and ensure marketing and vendors comply with the communication schedule/calendar and further ensure correct base identification by Marketing / Vendor to curb spamming customers with multiple communications
• MIS & Reporting to Management on Communication policy compliance
• Conduct a review of existing communications and implement new and catchy modes of communication to maximize consumer engagement and retention of information being shared
• Provide Communication support for new products and services, promotions and service outages to both internal and external parties through timely scripting and recordings for new products and services
• Review and validate communication content/scripts, volumes and delivery through all customer communication channels including the website is in adherence to Communication Policy
• Advise on, write and edit media releases, customer communication and other articles and pitch these materials to appropriate media, including by proactively identifying opportunities
• Responsible in ensuring that the communication policy is followed and adhered across the organization
• Ensure all scripts, volumes and delivery is in adherence to Communication Policy
• Regular monitoring and audit of BTL messages to ensure they are in-line with the Communication Policy as well as approved scripts
• Review all auto responses SMSs and Emails as well as draft standard letters to be used in the collection and dunning process.
• Work closely with Marketing Communication and Customer Service Retention teams to develop and revalidate and approve all BTL scripts
• Responsible for approving and recording all scripts that are required in IVR, Switch, IN, OBD etc (All BTL Channels)

• Strong Communication and Language Skills (Both Swahili and English)
• Developed Business analysis skills
• Planning & Organization
• Computer literacy
• Highly organized and detail oriented
• Customer Focus

• Degree or equivalent in any field