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Full-time
Voice Executive Job at Airtel Uganda
Airtel Uganda
Job Description
Airtel Uganda is seeking a Voice Executive to develop and own the customer engagement and retention strategy for prepaid customers. The role focuses on driving growth in customer spend and lifetime value through data-driven planning and personalized communication journeys.
Duties, Roles and Responsibilities
- Develop and own the overall customer engagement and retention strategy for prepaid customers, ensuring strong growth in average customer spend, usage, customer retention, and lifetime value.
- Lead end-to-end planning of customer communication journeys, including automated actions based on customer behaviour milestones, real-time behaviour-triggered messaging, and personalised campaign frameworks.
- Drive a data-driven culture by ensuring rigorous use of analytics, controlled experiments, and test-and-learn methodologies to measure campaign impact.
- Collaborate cross-functionally with Marketing, Networks, IT, Customer Experience, and Finance to ensure seamless delivery of customer engagement initiatives and launch plans.
- Benchmark competitor activities and continuously refine propositions, offers, and communication based on customer needs.
- Define and execute a channel migration strategy to shift customer interactions from assisted channels (e.g., retail, call centres) to self-service digital channels (USSD, app, web), improving cost efficiency and customer convenience.
- Develop strategies to grow bundle adoption and usage for voice services increasing the share of customers on bundled plans and driving higher consumption within bundles.
- Manage and optimise all customer campaigns scheduled ,event-based, and real-time across SMS, USSD, app, whatsapp, digital, outbound, and automated voice prompt channels.
- Ensure accurate configuration, testing, and deployment of all new campaigns within customer engagement systems, including proper test design, validation rules, and reporting dashboards.
- Ensure all customer journeys follow compliance, privacy, and regulatory guidelines.
Qualifications, Education and Competencies
See all details of the qualifications, competencies and education for this role under the "How to Apply" section below.
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