About Us
Safaricom Ethiopia is a purpose-led technology company transforming lives through digital connectivity and inclusive financial services, serving over 10 million customers with a network reaching 55% of Ethiopia’s population. Guided by core values such as customer obsession, innovation, integrity, and teamwork, we have been recognized as a Top Employer for two consecutive years. At Safaricom Ethiopia, your work has meaning, your voice matters, and your growth is our priority, enabling you to contribute to shaping the digital future of Ethiopia.
Job Overview
Reporting to the Sales Manager – Large Enterprise & Public Sector, the role holder will manage an assigned list of Accounts (TML-Target Market List) based on geography or industry verticals. The key objective is to drive segment propositions and business revenues to exceed targets through acquisition, retention, and growth of baseline customers under management.
Job Responsibilities
You will identify growth prospects through new, up-sell, and cross-sell opportunities within the TML, drive adoption of relevant segment propositions, devise strategic and tactical plans for relationship penetration, and proactively manage relationship performance. You will grow solution sales within assigned TML, provide thought leadership and insights from customer engagement, develop and execute customer ring-fencing strategies, stimulate existing propositions, build strong relationships with CXO and wider buying centers, manage churn and contract renewals, and liaise with Retail Sales Executives to ensure excellent service for managed accounts. Additionally, you will formulate and manage customer relationship plans, leverage company assets to nurture key stakeholders, manage reporting cycles, adhere to CRM usage for order progression, circulate meeting minutes timely, and drive Net Promoter Score by maintaining deep customer relationships and resolving issues promptly.
Key KPIs
Enterprise Net Promoter Score, revenue achievement, customer acquisition (mobile voice & data, fixed broadband, MPESA merchants), product penetration, and customer churn below 2%.
Relationships
EBU Sales management, large enterprise customers and merchants, retail sales management.
Qualifications & Experience
You must hold a Bachelor’s degree, have at least 3 years of experience in service and/or customer management for major corporate clients, be commercially savvy with knowledge of company technologies and common client issues, and have literacy in basic computer applications such as MS Word, Excel, and Outlook. Industry certifications (ITIL Foundation, MCP/MCSE, CCNA) are an advantage. You must demonstrate excellent listening, problem-solving, and cash-handling skills, the ability to cope with customer pressure while delivering quality service, and proficiency in English and the local language. Knowledge of telecommunication products and services is required.
How to Apply
If you are qualified and ready for the challenge, create or update your candidate profile on the Safaricom Ethiopia recruitment portal and attach your resume.