BTL (Below the Line) Communications Lead

Role Overview

This position sits within Airtel Africa’s customer communications environment in Tanzania and focuses on managing below-the-line communication governance, quality, and effectiveness across multiple customer touchpoints. The role is suited to someone who thrives in a fast-moving, entrepreneurial culture and is motivated by innovation, diversity, and delivering impact for customers.

The organization emphasizes a high-energy, solution-oriented approach and offers the chance to grow a career across its operating companies in Africa. It is also committed to equal opportunity, diversity, and inclusion in the workplace.

Key Responsibilities

• Build and maintain the policy framework governing BTL communication channels such as SMS, USSD, OBD, and related formats.
• Refresh communication policies as needed to strengthen customer experience and keep stakeholders aligned with the latest standards.
• Drive awareness of communication rules and processes across relevant teams and partners.
• Lead the internal and external communication workflow, including strategy, process control, and policy implementation.
• Track and assess the performance of communication activities to understand what is working and where improvements are needed.
• Create mechanisms to measure the effectiveness of communication initiatives and related systems.
• Support regulatory compliance reviews related to communication requirements set by the Communications Commission of Kenya.
• Improve the use of customer contact channels such as SMS, mailers, USSD, IVR, OBD, website, social media, and invoices.
• Coordinate with marketing and vendors to ensure communication schedules are followed and that customer targeting is accurate to avoid repeated or unnecessary messaging.
• Prepare management updates and MIS reports on communication policy adherence.
• Rework existing communication formats and introduce more engaging methods to improve customer attention and retention of information.
• Support the launch of new products, services, promotions, and outage communications through timely scripting and recorded messages.
• Review and approve communication content, scripts, message volumes, and delivery across customer channels, including the website, to ensure compliance with policy.
• Draft, refine, and pitch media releases, customer notices, and related articles to the appropriate audiences and channels.
• Make sure the communication policy is consistently applied across the organization.
• Monitor BTL messaging on a regular basis and audit it against approved scripts and policy requirements.
• Review auto-response SMS and email templates, and prepare standard letters used in collection and dunning workflows.
• Work jointly with Marketing Communication and Customer Service Retention teams to review, approve, and revalidate BTL scripts.
• Approve and maintain records for all scripts used in IVR, switch, IN, OBD, and other BTL channels.

Qualifications and Requirements

• A degree or equivalent qualification in any discipline.
• Strong written and verbal communication ability in both Swahili and English.
• Demonstrated business analysis capability.
• Good planning and organizational skills.
• Computer literacy.
• Strong attention to detail and a highly organized working style.
• Customer-centric mindset.

About the Employer

Airtel Africa describes itself as a place for people who enjoy challenge, innovation, and collaborative execution. The company highlights its commitment to diversity, inclusion, and delivering solutions that benefit communities across the continent.

Additional Information

No salary, number of openings, start date, application deadline, or specific work schedule details were provided in the source.

No internship duration applies, as this is a full-time role.