Regional Business Lead, Mountain, Job in Kenya

Job Description

Reporting to the Chief Channels Officer The purpose of the role is to build a digital first and customer first route to customer that drives an unmatched customer experience including developing and ensuring execution of the regional strategy and plans to drive a superior Omni-Channel experience.  The role holder ensures that we achieve commercial sales and growth objectives within the assigned Region supporting Consumer, Fintech, Fixed and Enterprise in order to ensure attainment of Mission


Regional execution

Responsible for the Step change in customer experience by ensuring that the region has the requisite infrastructure to drive customer obsession initiatives to deliver and maintain NPS #1. This will include all physical retail touchpoints (SFC owned and 3rd party managed), network coverage and experience and be the regional Demand Reduction champion.

Drive execution to fortress the core business which includes accelerating Recruit – Subscriber and customer base (CBU, Fintech & EBU), ensure Availability – (Airtime, Mpesa Float and touchpoints) that enhance usage (RGE/Active base) and Retention of the subscriber and customer base to grow and protect our market share in order to deliver the regional targets.

Accelerate new business growth areas as identified in Mission but not limited to Fixed (FTTx), FinTech (Lipa na Mpesa, Pochi) and EBU (Micro & Small Enterprise solutions) and other new business areas that the business identifies.

Take the lead to embed digital at the core including digitizing and automation of the regional operations.

Embed Route to Customer operating model (B2B and B2C) including the management of the 3rd party partners to ensure execution of agreed initiatives in line with Mission in the respective Region.

Partnership management 

Creates key partnerships to ensures delivery of Joint Business Plans that drive achievement of the Region Mission 

Set up partnerships to drive franchising in the assigned Region

Forge and leverage on partnerships at Regional level to expand and enhance the distribution infrastructure 

Network & Customer Experience

Responsible for the existing infrastructure in the region, and for the smart Network rollout plan 

Ensure network expansion and effective distribution in the Region

Customers, Suppliers and Third Parties

Act as a key representative / liaison of Safaricom within the region with key stakeholders such as private and public sector officials, staff, non-governmental organizations, customers, etc. 

People management 

Provide leadership to cross-functional team(Territory Business Leads, Route to Customer Execution, Trade Marketing, Financial Services, HR and Technology) to deliver Regional business goals

Drive a zero harm agenda in the assigned Region

Grow digital maturity index and ensure compliance of development plans

Embed coaching as a way of execution  to deliver set performance targets 


At least 7 years senior management experience in sales in a fast-paced organization 

Strong general management & including capability development and managing change

Should have experience in a range of group functions, marketing, franchising, financial management; 

A proven track record in meeting revenue targets, preferably in a variety of situations so as to be able to draw upon a breadth of experience when making decisions and analyzing plans

Leadership ability with strong general management skills, including strong intellectual, strategic, and analytical ability and the ability to work cross-functionally with a collaborative style.  

People management, with the demonstrated ability to motivate and grow high performing teams. Mentor, coach and train the management team and build the required competencies for success 

Strong experience in building business relationships and negotiation

How To Apply

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