Digital & Lifestyle: Executive Head Of Department

Job Description

Safaricom Telecommunications Ethiopia seeks an Executive Head of Digital & Lifestyle to enhance its digital landscape and customer engagement. This role will drive innovation, shape strategies, and maximize brand loyalty.

Responsibilities

About Us: 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.

Core Values: Guided by core values such as customer obsession, innovation, integrity, and collaboration, we are building a dynamic, inclusive, and empowering workplace. Our greatest strength lies in our people, which is why we have proudly earned the Top Employer Award for two consecutive years.

Join Us: 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.

Role Purpose

• Executive Head of Digital and Lifestyle: Responsible for building frameworks, training programs, and operational capabilities for the development and optimization of Safaricom’s loyalty programs and initiatives across the Safaricom and M-Pesa brands.
• Maximize Customer Engagement: Central to reducing churn, driving transaction volumes, increasing profitability, and enhancing overall customer satisfaction by strategically building partnerships and optimizing promotional activities.
• Team Management: Build, develop, and manage a high-performing team to deliver on company objectives.

Key Accountabilities and Decision Ownership

• Loyalty Strategy & Development: Develop and execute a comprehensive loyalty strategy for Safaricom and M-Pesa, aligned with broader business objectives.
• Partnership Management & Acquisition: Identify, evaluate, and onboard strategic partners to enrich Safaricom and M-Pesa's loyalty proposition.
• Promotions & Marketing: Collaborate with Marketing and Brand teams to develop compelling promotional campaigns.
• Placement & User Experience (UX) Optimization: Work with Product Development and Technology teams to ensure seamless integration of loyalty features.
• Performance Analysis & Reporting: Define and track key performance indicators (KPIs) for all loyalty initiatives.
• Market Intelligence & Innovation: Stay abreast of local and international loyalty trends and identify opportunities for innovation.

Qualifications

• Education: Bachelor’s degree in marketing, Business Administration, Digital Transformation, or a related field (master’s degree preferred).
• Minimum Experience: 8-10 years in digital marketing, customer loyalty, or CRM, preferably within telecommunications or service industry.
• Proven Track Record: Leading large-scale digital loyalty programs from concept to execution.
• Data Analytics: Experience in leveraging data analytics to design and optimize customer loyalty strategies.

Financial Responsibility:

• Digital and Lifestyle Budgets: Manage budgets effectively.
• Other DoAs as applicable

Skills Required:

• Sales / Marketing / Business / Management