Experience

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  Airtel Zambia PLC

  • Zambia
  • Telecommunications
  • 700 & Above Employee

  • Head Customer Experience - Service Experience

    • Aug 2021 - Present

     Driver of Customer market operations experience Custodian of overall service experience at all Airtel touch-points Deliver a profitable retail profile. Ensure monitoring, tracking and reporting is done daily/monthly on productivity and all retail parameters  Drive activities that enhance superior customer experience Identify all stakeholders impacting strategic delivery of retail experience service goals and establish regular stakeholder reviews. Institute governance to ensure adherence to Service Level agreements along with required documentation (Standard Operating procedure) and penalties for non- adherence duly signed. Track and monitor the process for Service Experience and Customer satisfaction. Review, analyze and monitor actual expenses from budget and seek clarification in case of deviations Establishment and Improvement of Showroom Processes and Controls impacting on customer experience Improve customer experience across touch points i.e. /Airtel money branches Custodian of the overall customer and agents’ acquisition process.  Closely work with the Regulatory /Sales & Distribution team to ensure that KYC Policies are in line with Regulatory guidelines and are also market sensitive. Strategic stakeholder and partner management.

  • Sales Manager – Retail

    • May 2021 - Aug 2021

     Retail Management• Drive sales through selling excellence and ground execution from the own retail shops • Recruit, induct, lead, manage, train and develop Shop Teams, and Retail staff to agreed procedures and standards• Drive Airtel money in all own retail shops, support zones on Mini shop rollout• Ensure that all performance issues, and other issues within the shop, are addressed in an appropriate and timely manner• Communicate with the Franchise partner & shop staff, and other Airtel personnel, cascading information as required• Ensure Management appraisals are completed weekly, monthly, quarterly and annually in all the retail shop, partner shops and AMB shops• Uphold the reputation of Airtel by maintaining high personal standards and projecting a warm, appreciative and welcoming attitude towards customers, partners and Shop staff at retail operations level Performance – Revenues• Grow sales profit, and to motivate staff to achieve set goals• Develop and grow a customer focused Retail operations including new shops to maximize available assets on a 2 to 3 years’ planning horizon• Ensure awareness and account for competition, retail sector trends and current trading opportunities• Maintain, seek, utilize and analyze management information including (Gross Additions, Device & Airtel money sales) data to manage performance to meet business objectives• Ensure all shops are efficiently and effectively managed, visiting them regularly, and monitoring their compliance with policy, procedure and standards• Manage the warehouse operation and the device forecasting management side of the business Product – Visual Merchandizing• Develop corporate policy driving display, merchandising, pricing and grading whilst observing high competition and device retail trends• Monitor stock in each shop, ensuring there are adequate supplies, identify methods of stock generation in conjunction with the Distribution Manager.

  • Team Manager – Customer Acquisition Experience

    • Jun 2017 - May 2021

     Manage the customer acquisition processing throughput i.e. ensure daily monitoring of retail store and trade acquisitions. Report throughput quality including rejections, remediation action and system efficiencies Oversee the customer acquisition experience at all critical customer touch-points ensuring that we provide world-class experience to the customer at the retail shops, shop-in-shop, and 3,000+ field agents country wide and at the call-center.  Ensure processes have a positive impact on business KPIs e.g. financial, customer experience, and complaint management and drive new activations as per the business rules Evaluate, develop and drive processes, policies, brand, platforms e.g. self-care and any digital systems to improve customer experience as well as govern processing and management of customer on-boarding process Develop reporting models on compliance levels and related KPIs and follow through with all stakeholders on process and system improvements.  Driving performance through strategic partners e.g. Sales, Technical, legal and regulatory and DMPs and through any required cross functional team. Carrying out business reviews with partners and related bodies and enable them delivering performance as envisioned by the business.  Collaborate with Legal & Regulatory to establish and comply with government and other regulatory bodies. Responsible for formulating and monitoring the acquisition team budget  Manage the acquisition team staff compliment of about 50+ (Plus an additional of 500+ staff working on acquisition projects)  Initiate schemes to close up any gaps identified i.e.o Speedy resolution of customer complaintso Processes to promote ease in the onboarding process.o Explore mechanism to promote digital and self-care platforms.

  • Relationship Manager-High Value Customers Experience

    • Jul 2015 - Jun 2017

     Driving customer engagement and relationship management for High Value Customers (HVCs), leading to higher revenue bucket and recruiting new Premier Customers.  Manage HVC experience in retail shops and call center.  Proactive customer engagement and upsell opportunity management. Strategic recruitment of Airtel Premier partners to increase the availability of discounted offers across the country Oversee and set up ‘Airtel Premier’ experience in Airtel flagship shops.  Customer engagement/portfolio ownership, management of expenses, complete closure of points and close looping MIS reporting for KPI’s Increase High Value Customer (HVCs) on Data, Voice, Devices and VAS.

  • CX Acquisition Experience Project Lead

    • Feb 2012 - Jul 2015

     Spearhead the customer acquisition experience by set up processes and procedures for all customer touch-points: Cell center customer handling and compliant resolution process. Retail experience Field agent and brand ambassador process. Carry-out research and market intelligence on effective customer-on boarding and cross-sell mobile money service.  Manage vendor contracts including SLA adherence and the document management.  Create a work flow system for customer acquisition form movements between Airtel and partner. Conduct performance reviews for Document Management Partner (DMPs) on quarterly, monthly, weekly and daily basis. Ensure robust KPI performance reporting for all Document Management Partner (DMPs). Reconcile payments to all vendors and other Document Management Partner (DMPs). Manage back office Airtel Money activations. Manage Document Management Partner (DMPs) budgeting and cash flow forecasts.

  • Administrative Assistant

    • Aug 2011 - Feb 2012

     Scheduling training in conjunction with the HODs, line managers and external partners. Giving feedback on the effectiveness of the training to the TD&E Manager and HOD. Conducting sectional performance assessments and staff development initiatives. Proper record keeping. Perform general administrative tasks in HR  Oversee fringe staff benefits such as mileage and other benefits. Provide support in the recruitment and hiring process

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  Zamtel

  • Lusaka

  • Customer Service Retention Officer

    • 2011 - 2011
    • Lusaka