Lead, Digital Channels - Smartcash PSB at Airtel Nigeria

Airtel Nigeria (Airtel Networks Limited) is a leading telecommunications services provider in Nigeria headquartered in Lagos, the commercial nerve-centre of Nigeria. The telco ranks amongst the top four mobile service providers in terms of subscribers with a customer base of more than 39.8 million. The company's product offerings include 2G, 3G and 4G wireless services, mobile commerce and enterprise services.

We are recruiting to fill the position below:

Job Title: Lead, Digital Channels - Smartcash PSB

Job Identification: 336
Location: Lagos
Job Schedule: Full time

Job Description

• As the Head, Digital Channels responsible for all digital channels (Consumer App, Retailer App, USSD, etc.), you will play a crucial role in overseeing penetration and optimizing the performance of customer channels.
• This position requires a strategic thinker with a deep understanding of customer behavior, technology trends, and the ability to drive activation and engagement through these channels.

Responsibilities
Teams Management and Collaboration:

• Cultivate and maintain strong relationships with key stakeholders, (Internal & External).
• Collaborate with IT and development teams to ensure the technical health, security, and scalability of the customer APP and USSD platforms. 
• Coordinate the implementation of new features, updates, and bug fixes. 
• Collaborate with the brand and marketing teams for
• Training on all channels for all stakeholders.

Channels Management (Performance Optimization and User Experience):

• Analyze key performance indicators (KPIs) related to the customer APP and USSD channels. 
• Implement initiatives to improve user experience, increase customer engagement, and drive conversion rates.
• Monitor industry trends and competitor activities to stay ahead in the market. 
• Work closely with the UX/UI design team to enhance the overall user experience of the customer APP and USSD platforms.
• Implement user feedback mechanisms and conduct usability studies to continuously improve the usability and functionality of the channels.

Strategy Development:

• Develop and implement a comprehensive strategy for the customer APP and USSD channels aligned with overall business objectives. 
• Identify opportunities for growth, customer acquisition, and retention through these channels.
• Collaborate with cross-functional teams to ensure alignment with marketing, product development, and customer service strategies.

Compliance and Regulatory:

• Ensure that the customer APP and USSD platforms comply with relevant regulations and industry standards. 
• Implement security measures to protect customer data and ensure a safe user experience.
• Ensure CBN requirements are implemented within stipulated timelines.

Acquisition Planning and Execution:

• Customer retention rates over specific time periods.
• Churn rates and reasons for user attrition. 
• Number of active and new user registrations through the customer APP.

Customer Experience and Satisfaction:

• User feedback and ratings on app stores and other relevant platforms. 
• Percentage growth in user acquisition over specific time periods.
• Daily, weekly, and monthly active users on the customer APP and USSD platforms.

Customer Engagement and Communication:

• Develop and execute communication strategies to drive customer engagement through the APP and USSD channels. 
• Work closely with marketing and brand teams to ensure consistent and effective messaging. 
• Work closely with CX teams on communications across app stores and relevant platforms.

Qualifications

• Bachelor’s Degree in Business, Marketing, or a related field. Master's degree is a plus. 
• Over 5-10 years working experience in the Fintech or banking industry with demonstrated success in achieving acquisition targets, driving business growth, and optimizing digital channel performance.
• Proven experience in channel management, with a focus on mobile applications and USSD. 
• Strong understanding of mobile technology trends and customer behavior. 
• Excellent analytical and problem-solving skills. 
• Demonstrated ability to work collaboratively across different functional areas. 
• Exceptional communication, interpersonal and presentation skills. 
• Familiarity with regulatory requirements related to mobile applications is advantageous. 
• Strong leadership skills with the ability to inspire and motivate a diverse team. 
• Ability to adapt to a fast-paced and evolving business environment.

Application Closing Date
11th February, 2025; 12:59 PM.