Below the Line (BTL) Communications Lead

About the role

Airtel Africa is seeking a BTL Communications Lead to design, implement and oversee its below‑the‑line communication policies across multiple channels. The role focuses on enhancing customer experience, ensuring regulatory compliance and driving revenue through effective messaging.

Key responsibilities

• Define and maintain communication processes and BTL (SMS, USSD, OBD, IVR) policies.
• Review, update and promote the communication policy to all stakeholders.
• Implement internal and external communication strategies, monitor their performance and report on compliance.
• Analyse regulatory requirements from the Communications Commission of Kenya and ensure adherence.
• Maximise the effectiveness of channels such as SMS, mailers, USSD, IVR, OBD, website, social media and invoices.
• Coordinate with marketing and vendors to follow the communication calendar and prevent spamming.
• Produce and validate scripts, recordings and content for new products, promotions and service outages.
• Prepare media releases, customer communications and pitch to relevant media outlets.

Required profile

• Proven experience in communications policy development and implementation.
• Strong understanding of telecom regulatory frameworks.
• Ability to analyse data, monitor performance and produce MIS reports.
• Excellent stakeholder management and vendor coordination skills.

Required skills

• SMS messaging platforms
• USSD services
• IVR systems
• OBD (Outbound Dialing) tools
• Website and social media management
• Email and mailer distribution
• MIS reporting and analytics

What we offer

• Opportunity to work with a leading telecom operator in Africa.
• Dynamic, inclusive culture that values diversity.
• Career growth across multiple African markets.