Airtel Nigeria Recruitment 2026: Head, Customer & Contact Operations, Senior Business Manager, Etc. Jobs
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: Head, Customer & Contact Operations
Job ID: 836
Location: Nigeria
About the Role
- The role is responsible for developing and customizing Airtel Nigeria’s Contact Experience Strategy to reflect local market realities while maintaining alignment with Group and Control objectives.
- Through the design and execution of both proactive and reactive customer experience initiatives, the role ensures that operational processes effectively support customers, distributors, retailers, and employees.
- By driving service excellence across all touchpoints, including Showrooms, Contact Centres, and Self-Care platforms, the role delivers a superior and highly differentiated customer experience that consistently stays ahead of the competition, while ensuring all activities are executed within approved operational budgets.
Responsibilities
Actualize Contact Centre Strategy:
- Adapt and customize elements of the Customer Contact Experience strategy in line with Airtel Africa’s overall CSD and business strategy.
- Design process for evaluating the return on investments of outsourced processed and technology in use across all business units.
- Evaluate business process Impact and review for critical business decisions and internal process improvement
- Establish and control Stakeholders process meetings that ensure efficiency across all business units in Contact Experience
- Conduct periodic environmental analysis to determine possible impact on strategy and proffer proactive solutions to mitigate risks and impact.
- Direct and control process integration amongst internal Business Units in Customer Experience to ensure adherence to value proposition.
- Design process for channels evaluation for cost optimization.
Establishment And Improvement Of Contact Experience Service Levels Agreement, Operational Processes and Budgetary Controls to Entrench Compliance Across Customer Touch Points (Showrooms, Contact Centers, Self-Care Platforms):
- Identify all stakeholders impacting strategic delivery of Contact Experience Service goals and establish stakeholders periodic meeting
- Institute process meetings for Governance with the end goals of Service Level agreements with all documentation (Standard Operating procedure) including penalties for non- adherence duly signed.
- Clearly provide process manuals across all touch points to ensure consistency of service (Showrooms, Contact Centers, Self-care platforms)
- Create a tracking and monitoring process for Service levels and Budgetary adherence
- Review, analyze and monitor actual expenses from budget and seek clarification in case of deviations
- Conduct periodic reviews of all Service Level agreements to identify possible process improvements.
- Provide MIS report to aid business decision making.
Self-Experience Platforms:
- Design and map local expectations
- Ensure customization of standard platforms as recommended to reflect local realities and create an all-encompassing platform
- Ensure continual service improvement by identification of innovative opportunities to drive the expansion and use of self-service platforms or influence creation of such.
- Increase self-service base
- Improve IVR resolutions
- Reduce repeat calls, cost per customer, and complaints.
- Maintain SLAs & Average Handling Time.
Build a Capable and Motivated Team:
- Recruit the right talent in consultation with function head, as per defined recruitment guidelines
- Develop and motivate team members through structured training and on the job coaching
- Establish performance expectations and regularly review individual performance
- Recommend appropriate rewards and recognition.
Partner Management:
- Conduct products review and ensure product design standards are met.
- Develop governance model according to business process agreement and ensure adherence.
- Create dashboard of all partner parameters to indicate performance levels.
- Conduct monthly and quarterly business reviews to ensure business efficiency and delivery on outsourcing targets.
- Ensure compliance with applicable regulations and monitor availability of all relevant documentation, across relevant touch points to meet compliance requirements.
Qualifications
Educational Qualifications:
- BSc / BA Degree in any discipline
- An MBA will be an added advantage
- Professional qualifications in Customer Service & Quality Management is desirable.
Relevant Experience & Functional / Technical Skills:
- Minimum of 10 years’ experience in service industry with at least 3 years as operations manager of any Voice Call Centre preferably Telecoms Industry.
- Working knowledge of Quality Management Systems including, Lean, Six Sigma and continuous Improvement programs.
- Customer Relationship Management Skills
- Strong communication skills
- Strong Interpersonal Skills & People Centric.
- Strong stakeholder Management skills
- Project Management Skills & Time Management.
Application Closing Date
10th August, 2026; 11:59 PM.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Senior Business Manager – All Locations
Job ID: 833
Location: Nigeria
About the Role
- The job purpose is to plan, monitor and ensure achievement of customer and revenue market share objectives set for zonal operations by supervising/ influencing multiple teams to deliver operational excellence in network operations, customer service, channel management and market expansion.
Responsibilities
Increase revenue earning customer net additions – Prepaid:
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Increase Revenue earning customer net additions – Postpaid:
- Identify and formulate zonal sales strategies to help drive gross additions
- Monitor churn & grace periods
- Supervise health of acquisitions, compliance on activations,
- Oversee activating connections as per the stipulated turnaround times
Achieve Net Revenue of the zone:
- Identify and formulate Customer Service development strategies to help drive collections and bad debts performance of the zone
- Propose and drive VAS Up selling activities
- Drive the reduction of recharge turnovers and first bill churn & zero recharge.
Deliver on Channel Satisfaction Score:
- Implement the audit and review of channel partners & distributors to ensure Healthy ROI
- Monitor the timely disbursement of claims to the market and regular trade servicing.
- Conceptualize, design and implement channel delight activities
Expand Distribution Width and Depth:
- Identify and formulate zonal sales strategies to help drive Distribution across showrooms and Dealer Service Agents
- Ensure expansions to align to dimensioned number of Active Easy Charge Outlets
- Establish SIM Selling outlets and other categories of retail outlets as a % of Easy Charge outlets
Network Coverage & Quality:
- Network Optimization
- New sites ROI and deployment
- Follow through with ZTOs in delivering cell availability, quality of calls and reduction of outages at sites within Zone
Showroom Experience Delivery:
- Identify and formulate Customer Service Delivery Strategies to help improve Customer Satisfaction scores
- Ensure provision of standard Infrastructure at Zonal showrooms,
- Ensure showroom employees are up-skilled in industry training and certifications for the role
Achieve Employee Engagement Scores in line with the Engagement Target for the Business Area:
- Continuously motivate the front-line employees through leadership by examples
- Implement all action plans that will address hygiene issues etc. from engagement survey
Requirements
Educational Qualifications:
- Bachelor’s Degree in Management or related Social Sciences
- Masters in Business Administration is an advantage
Relevant Experience & Functional / Technical Skills:
- Minimum of 12 years’ experience in Retail sales, preferably in the Telecommunications, FMCG or the Manufacturing industry, with at least 4 years at middle management level
- Excellent understanding and implementation of Route-to-Market (RTM) and Go-to-Market strategies
- Extensive sales and business development experience with proven expertise in revenue generation and growth
- Excellent product knowledge
Other requirements:
- Excellent Relationship Management skills
- Excellent Numerical Acumen and Analytical thinking skills
- Excellent presentation and communication skills
- Excellent and proven leadership skills
- Team Player: Independent, confident and objective
- Attention to details
- Excellent at driving Execution Excellence
- A strong Customer – centric orientation
Application Closing Date
5th August, 2026; 11:59PM.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Commercial Controller
Job ID: 837
Location: Nigeria
About the Role
- The role acts as the strategic finance business partner to Commercial, Marketing, Sales, Network, Enterprise and Digital businesses, driving revenue growth, profitability, capital efficiency, and achievement of business objectives through robust planning, performance management, commercial analytics, and financial governance.
Responsibilities
Business Planning & Performance Management:
- Lead Annual Operating Plan (AOP), forecasts, budgets, and long-range planning.
- Drive monthly business performance reviews and variance analysis.
- Monitor revenue, EBITDA, CAPEX, and free cash flow performance.
- Identify risks and opportunities impacting business targets.
- Provide financial guidance to business leaders on strategic initiatives.
Revenue Planning & Commercial Analytics:
- Develop revenue forecasts across Mobile, Data, Voice, B2B, Fixed Broadband, and Digital Services.
- Analyze customer acquisition, retention, ARPU, usage trends, and market share movements.
- Conduct competitor benchmarking and industry analysis.
- Evaluate pricing strategies, promotions, and new product launches.
- Track ROI of marketing and commercial investments.
Profitability & Cost Management:
- Drive network, channel, product, and customer profitability analysis.
- Support cost optimization initiatives and productivity improvements.
- Review business cases for commercial and network investments.
- Ensure efficient utilization of CAPEX and OPEX budgets.
Business Partnering:
- Partner with Sales, Marketing, Network, Customer Experience, and Enterprise teams.
- Provide financial insights to support commercial decision-making.
- Challenge assumptions and ensure commercially viable decisions.
- Support negotiation of major commercial contracts and partnerships.
Investment Appraisal:
- Review and approve business cases and investment proposals.
- Perform NPV, IRR, payback, and sensitivity analysis.
- Evaluate new products, technologies, and strategic projects.
- Monitor delivery of approved business benefits.
Governance & Controls:
- Ensure compliance with financial policies, DOA, and governance frameworks.
- Drive forecasting accuracy and reporting integrity.
- Support internal and external audits.
- Ensure clear ownership of financial risks and mitigation plans.
Monthly & Quarterly Reporting Packs:
- Prepare Functional review decks,
- Monthly review deck for Board
- Quarterly Review deck for Audit Committee
Qualifications
Educational Qualifications:
- Chartered Accountant (ACA, ACCA, CPA, CA)
- Bachelor’s Degree in Finance, Accounting, Economics, or related field
- MBA desirable.
Relevant Experience & Functional / Technical Skills:
- 15+ years of progressive finance experience
- Strong FP&A, business finance, and commercial finance experience
- Telecom industry experience preferred
- Proven stakeholder management and business partnering capability.
Other requirements:
- Financial Planning & Analysis
- Commercial Acumen
- Strategic Thinking
- Business Partnering
- Profitability Management.
Application Closing Date
10th August, 2026; 11:59 PM.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Job Title: Area Sales Manager – All Locations
Job ID: 832
Location: Nigeria
About the Role
- The purpose of the role is to maximize revenue and subscriber acquisition (gross and net additions) opportunities in assigned territory through channel effectiveness (wholesale & retail), adequate recharge availability and implementation of planned sales & distribution and marketing strategies.
Responsibilities
To achieve recharge sales target within state/area:
- Ensure adequate availability of all recharge denominations in sub CP and retail points.
- Ensure channel partners are making stock available and distributing to their network of sub-CPs and retailers to achieve ERC, RCV and E-pin target in agreed ratios.
- Constantly identify opportunities for driving activation and recharge sales within territory.
Achieve Share of Gross & Net Additions (SOGA & SONA):
- Ensure full-fledged achievement of Gross Adds targets by driving market initiatives in assigned area.
- Effective management of direct activation teams and monitoring of CP bus activation activities.
- KYC Optimization at Trade level by ensuring adequate and functional deployment of KYC kits
- Drive KYC inactivity to nil
- Deploy other initiatives to increase GAD including new site launch
- Ensure activation of Quality GADs in assigned area.
- Develop and implement activities that will increase SONA in assigned area.
Decrement:
- Implement of customer driven activities (product launches, town storms etc) in assigned area
- Drive voice and data business performance by implementation of revenue generating activities and initiatives in assigned territory.
Channel branding and visibility:
- Ensure appropriate and effective outlet branding is carried out in line with the “look of success” within the territory.
- Identify visibility opportunities for Airtel brand within the territory.
- Ensure ITP increases and gives impetus to iCMS and iRMS
- Effective management of POS stock in warehouse to avoid damage, wastage and obsolete materials.
- Train Market Developers on POS deployment in line with “look of success”.
Distribution Infrastructure:
- Recruit appropriate number of Retailers- RSOs, SSOs, ERCOs in line with scientific distribution requirements.
- Migrate all other retailers to become one stop shop SSOs and SSOs
- Maintain ratio of RSO(5):SSO(1) in line with scientific distribution.
- Maintain KYC infra ratio of 1kit:3 SSOs.
- Identify and recruit suitable sub channel partners in territory for effective product re-distribution.
BTS Management:
- Ensure constant CLS elimination.
- Develop subscriber acquisition and other marketing initiatives to drive revenue in CLS site locations.
- New Site Launch Plan and Distribution Preparedness.
- Effectively drive and manage target driven initiatives and projects
Industry Awareness/Competition Intelligence:
- Effectively report competitive activities within assigned territory and implement adequate counter initiatives.
- Track on-going initiatives in Market
- Address or escalate any unusual competitor activity and sale support that may be a threat to performance of the business
Requirements
Educational Qualifications
- Bachelor’s in Social sciences, Marketing, Business Management, Engineering or Computer Science
- Project management qualification will be an advantage
Relevant Experience & Functional / Technical Skills:
- Minimum of 4 years’ experience in Retail sales, preferably in the Telecommunications, FMCG or the Manufacturing industry.
- Excellent understanding of Route-to-Market (RTMS) and Go-to-Market strategies
- Extensive sales and business development experience with proven expertise in revenue generation and growth
- Excellent product knowledge
Other requirements:
- Excellent Relationship Management skills
- Excellent Numerical Acumen and Analytical thinking skills
- Excellent presentation and communication skills
- Team Leader & Player: Independent, confident and objective
- Attention to detail
- Excellent at driving Execution Excellence
- A strong Customer – centric orientation
Application Closing Date
5th August, 2026; 11:59PM.
How to Apply
Interested and qualified candidates should:
Click here to apply online
Airtel Nigeria Recruitment 2026: Head, Customer & Contact Operations, Senior Business Manager, Etc. Jobs
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