Head, Customer & Contact Operations

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.