Contact Experience Manager | Airtel Kenya | Group-Level Customer Experience Leadership Role | Apply by 2nd May 2025

Contact Experience Manager | Airtel Kenya | Group-Level Customer Experience Leadership Role | Apply by 2nd May 2025

ESSENTIAL JOB DETAILS

• Position: Contact Experience Manager

• Employer: Airtel Kenya (Airtel Africa Group)

• Location: Airtel Kenya HQ, Nairobi, Kenya

• Employment Type: Full-Time

• Experience Required: Minimum 7 Years in Call Center and Customer Experience Management

• Education Level: Bachelor’s Degree in Business, Communication, Marketing, or related field (Master’s Degree preferred)

• Application Mode: Online via Airtel Careers Portal

• Application Link: Apply Here

• Application Deadline: Thursday, 2nd May 2025

INTRODUCTION

Are you a transformational leader passionate about reimagining customer journeys and building world-class contact experiences? Do you thrive in complex, multi-country environments where customer satisfaction and service excellence are paramount?

Airtel Kenya, part of the expansive Airtel Africa Group, is seeking a highly skilled and visionary Contact Experience Manager to spearhead the delivery of superior customer experiences across 14 countries.

This pivotal group-level role is ideal for customer experience professionals who excel at strategy execution, call center optimization, cross-functional collaboration, and people development.

Join Airtel Africa, a brand synonymous with innovation, diversity, passion, and entrepreneurial spirit, and help reshape the customer service landscape across the continent.

ABOUT AIRTEL AFRICA

Airtel Africa is a leading telecommunications company operating in 14 countries across Africa, providing mobile voice, data, and mobile money services to millions.

At Airtel, we act with passion, embrace innovation, adapt with agility, and serve with a “roll-up-your-sleeves” attitude. Our work culture celebrates diversity, resilience, collaboration, and customer-first solutions.

Working at Airtel means being part of a winning team with boundless opportunities to grow, impact communities, and lead change across Africa’s dynamic digital economies.

ROLE PURPOSE

The Contact Experience Manager will be responsible for:

• Designing and implementing Group-wide Contact Experience (CX) strategies that optimize customer journeys

• Managing operations across multiple call centers in different African countries

• Driving improvements in key metrics such as Calls per Customer (CPC), Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Service Level Agreement (SLA) adherence

• Leading, inspiring, and developing culturally diverse teams across Airtel’s operating markets

• Collaborating with senior leadership, cross-functional teams, and external partners to ensure seamless, high-quality service delivery at every customer touchpoint

This role is pivotal in ensuring Airtel Africa remains at the forefront of customer experience excellence.

MAIN RESPONSIBILITIES

1. CX Strategy and Leadership

• Develop, lead, and execute comprehensive Group Contact Experience (CE) strategies aligned with Airtel Africa’s broader CX objectives

• Drive key initiatives focused on reducing Calls per Customer, increasing First Contact Resolution (FCR), and improving NPS, CSAT, and Back Office SLA adherence across all countries

• Collaborate closely with senior leadership and functional heads to embed CX excellence into every operational touchpoint

2. Contact Center Management

• Oversee day-to-day operations of multiple Outsourced Contact Centers across Airtel Africa countries, ensuring efficiency, consistency, and quality

• Implement robust processes, tools, and technologies (IVR systems, CRM platforms, AI-enabled tools) to streamline contact center performance

• Monitor KPIs related to call quality, response times, case resolution, and customer satisfaction, ensuring high service standards

• Analyze operational data to identify performance trends, service gaps, and opportunities for innovation

3. Customer Journey Optimization

• Map the end-to-end customer journey to identify pain points, friction areas, and process inefficiencies

• Derive actionable insights and collaborate with marketing, sales, product, and operations teams to implement journey improvements

• Implement feedback loops to capture, analyze, and integrate customer feedback into service delivery enhancements

4. Performance Management and Reporting

• Develop, track, and report on key CX metrics including CPC, CSAT, CES (Customer Effort Score), NPS, and SLA performance across 14 countries

• Provide regular, detailed performance reports and strategic recommendations to Group Lead Contact Experience and Group Director Customer Experience

• Maintain real-time dashboards and escalation frameworks for critical service issues arising from customer interactions

5. Team Leadership and Development

• Lead, inspire, and mentor a geographically distributed team of Contact Center Managers and Customer Service Leaders

• Foster a high-performance culture rooted in collaboration, accountability, innovation, and professional development

• Conduct regular training programs, workshops, and knowledge-sharing sessions to strengthen teams’ CX competencies

6. Cross-Functional Collaboration

• Work seamlessly with IT, Marketing, Operations, Sales, and Product teams to resolve systemic customer issues and drive service improvement projects

• Collaborate with country teams to localize CX strategies while maintaining Group-wide standards

• Design customer communication strategies for proactive engagement, incident management, and service updates

7. Process Improvement and Innovation

• Continuously review and optimize call center operations and service delivery workflows for operational excellence

• Lead digital transformation initiatives, leveraging AI, chatbots, self-service platforms, and next-gen CRM systems

• Identify, adopt, and implement global best practices in customer engagement, retention, complaint management, and service recovery

QUALIFICATIONS, COMPETENCIES, AND EXPERIENCE

Academic and Professional Qualifications

• Bachelor’s Degree in Business Administration, Communications, Marketing, or a related field

• Master’s Degree is an added advantage and preferred

Work Experience

• Minimum of 7 years’ progressive experience managing large-scale call centers and customer service teams across countries or continents

• Proven experience crafting and implementing successful CX strategies at a group or regional level

• Prior experience within telecommunications, fintech, banking, or other fast-paced, customer-driven industries preferred

Technical Skills and Knowledge

• Deep understanding of CRM systems, IVR technologies, AI-based tools, Workforce Management Systems, and Self-Service Platforms

• Strong data analytics capability for customer behavior analysis, root cause investigations, and KPI reporting

• Demonstrated expertise in reducing Calls per Customer, improving CSAT and NPS, and enhancing SLA adherence

Core Competencies and Attributes

• Visionary Leadership: Ability to define, articulate, and drive a compelling CX vision across multiple countries

• Analytical Thinking: Strong ability to use data insights to inform decisions and strategy

• Communication Excellence: Exceptional written, verbal, and presentation skills across diverse audiences

• Strategic Execution: Proven ability to translate strategy into operational plans and deliver measurable results

• Team Empowerment: Skilled in inspiring, coaching, and developing large multicultural teams

• Innovation Mindset: Comfortable experimenting with emerging technologies to transform customer interactions

• Cultural Sensitivity: Ability to adapt CX strategies to different markets while preserving brand consistency

WORK ENVIRONMENT AND CULTURE

At Airtel Kenya, you will enjoy:

• A dynamic and diverse work environment where no two days are the same

• The opportunity to impact millions of customers across 14 countries

• Access to cutting-edge digital technologies and operational tools

• An entrepreneurial spirit that encourages innovation and rewards achievement

• A supportive leadership team invested in your professional and personal growth

BENEFITS OF WORKING AT AIRTEL KENYA

• Competitive compensation package with performance bonuses

• Career growth opportunities across Airtel’s pan-African network

• Comprehensive leadership development programs

• Exposure to global CX best practices and leading-edge technology

• Vibrant, inclusive, and high-performance workplace culture

APPLICATION PROCEDURE

Qualified candidates who meet the outlined criteria are encouraged to apply by following these steps:

• Prepare an updated CV and a detailed cover letter highlighting relevant CX leadership experience and achievements

• Ensure your application clearly states the position title “Contact Experience Manager”

• Submit your application online through the Airtel Africa Careers Portal

Application Link: Apply Now

Application Deadline: Thursday, 2nd May 2025

Please note that only shortlisted candidates will be contacted for the next stage of the selection process.

Airtel Africa is an equal opportunity employer. We champion diversity, inclusion, and equal representation in the workplace. We encourage applications from women, persons living with disabilities, and individuals from marginalized communities.

COMPANY CULTURE AND VALUES

At Airtel, our culture is shaped by the following core values:

• Customer First: Always place the customer at the center of everything we do

• Innovation: Continuously seek new ideas and smarter ways of working

• Collaboration: Work across teams, markets, and cultures with humility and respect

• Simplicity: Simplify experiences for both customers and employees

• Integrity: Uphold the highest standards of honesty and ethics in all actions

At Airtel, ordinary is not an option. Join us to create extraordinary customer experiences across Africa.

ADDITIONAL ENGAGEMENT

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