High Value Relationship Executive

About the role

Airtel Africa is looking for a High Value Relationship Executive to serve as the primary contact for its premium prepaid and post‑paid customers (VIP, Diamond & Platinum). The role focuses on delivering exceptional service, managing customer issues, and driving revenue and customer experience KPIs.

Key responsibilities

• Manage Diamond customer issues, resolve within SLA, provide advisory telecom services, minimize inactivity/churn, conduct health checks, and drive cross‑sell and up‑sell activities.
• Act as the single point of contact for Diamond customers, delivering insights and voice‑of‑customer feedback to the business.
• Log, track and resolve Premier customer complaints within SLA, ensure timely follow‑up and maintain a MIS tracker for complaints and closures.
• Perform daily health checks on Premier customers, monitor inactivity (>10 days), and conduct quarterly visits to key accounts.
• Communicate promotions, new products, and run monthly “Did You Know” campaigns for Premier customers.
• Ensure 100 % onboarding of new Diamond customers and maintain high engagement levels.

Required profile

• Customer‑centric mindset with strong relationship‑building abilities.
• Ability to respond promptly to high‑value customer challenges at any time.
• Proven track record of meeting business KPIs such as financial performance, customer experience, revenue generation and process compliance.
• Sensitivity to customer needs, concerns and emerging requirements.

Required skills