Voice Executive

Qualifications

• Bachelor’s degree in relevant field.
  
• Post-graduate qualification (e.g. CIM), an MBA would be an added advantage.
  
• Minimum of 3-5 years’ experience in a marketing position, with a focus on product development.
  
• Minimum of 1 - 2 years’ management experience.
  
• Experience of Telecommunications Industry or FMCG marketing environment.
  

• 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.