At Safaricom Ethiopia, we are a purpose-led technology company dedicated to transforming lives through digital connectivity and inclusive financial services. In under four years, we have grown to serve over 10 million customers, with our network now reaching 55% of Ethiopia’s population – a testament to our bold vision and trusted partnerships.

Guided by core values such as customer obsession, innovation, integrity, and get it done together, we are building a workplace that is dynamic, inclusive, and empowering. We believe our greatest strength lies in our people. That’s why, for two consecutive years, we have proudly get earned the Top Employer Award – in recognition for our unwavering commitment to fostering a supportive, innovative, and inclusive environment to people.

Join Safaricom Ethiopia and be part of a team that is shaping the digital future of Ethiopia. Here, your work has meaning, your voice matters, and your growth is our priority. Together, we are transforming lives for a digital future.

Reporting to Sales Manager – Large Enterprise & Public Sector, the role holder will manage an assigned list of Accounts (TML-Target Market List) either based on geography or vertical industries. The key objective is to drive segment propositions and business revenues to exceed targets. This will be through acquisition, retention, and growth of baseline customers under their management.

Duties and Responsibilities

Customer Acquisition and Revenue Growth

• Identify growth prospects (New/Up-sell/Cross-Sell) within the TML

• Drive identification and adoption of relevant segment propositions

• Device strategic plans for Relationship penetration and ensure implementation of tactical plans including pipeline management.

• Proactive Relationship performance management and tracking

• Grow Solution Sales within assigned TML; through acquisition and penetration.

• Provide thought leadership and Insights from customers engagement

Relationship & Baseline Retention

• Develop and execute customer ring fencing strategies

• Stimulate existing prepositions within assigned TML

• Develop strong relationships at CXO and wider Buying Centers to understand mid-to-long term customer objectives.

• Churn Management

• Contract Management: Follow up on all existing contracts & renewal.

• Provide insight into the refinement of customer journey processes

• Liaise with Sales Executives in Retail Shops within territory to ensure that managed accounts visiting shops are well served

• Timely response to customer correspondence (not later than 24 Hrs.)

• Flag potential escalations timeously.

Relationship Account Development Planning

• Formulate and manage customer relationship through up-to-date Account Development Plans.

• Leverage company assets (events & activities) to nurture relationship with key stakeholders (CXO & Buying Centre).

Reporting

• Manage reporting cycles (daily, weekly, and monthly).

• Strict adherence on use of CRM (SFA) systems for progressing customer orders and reporting.

• Timely circulation of customer meeting minutes (Not later than 24 Hrs.)

NPS

• Drive Net Promoter Score by:

• Maintaining strong and deep relationships with accounts under direct management

• Follow through on all customer issues until closure.

• Maintaining communication with the customer throughout the entire customer journey.

Key KPIS

• Enterprise Net Promoter Score

• Revenue Achievement

• Customer Acquisition – Mobile Voice & Data Connections, Fixed Broadband Connections, MPESA merchants

• Product Penetration

• Customer Churn <2%

Relationship(s)

• EBU Sales management

• Large Enterprise Customers and Merchants

• Retail Sales Management

Job Requirements

• A Bachelor’s degree

• At least 3 years exposure in Service and/or Customer management for major corporate clients, commercially savvy with a detailed understanding of the technologies the company is selling and issues that typically arise

• Industry certifications would be an added advantage (ITIL Foundation, MCP/MCSE, CCNA etc.)

• Understanding of English and local language both written and spoken.

• Literacy in basic computer applications such as MS word, excel, outlook, etc.

• Ability to cope with pressure from customers while delivering quality service.

• Ability to accurately perform cash transactions.

• Knowledge of Telecommunication products and services.

• Good listening and critical problem-solving skills.

How to Apply

 If you feel that you are up to the challenge and possess the necessary qualification and experience, kindly proceed to create/ update your candidate profile on the recruitment portal and then Click on THIS LINK