AGM – Postpaid Retention

Other
IN, Ahmedabad
January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
    IN, Ahmedabad
  • Expiration date
    --

Job Description

About: 


Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role

Postpaid Retention – Process Factory – Team Lead

Job Level/ Designation

M3

Function / Department

Postpaid Process and Delivery/Customer Service

Location

Ahmedabad

Job Purpose
  • The Retention & Relations role is responsible for Mobility Churn & Revenue Churn of Consumer & IOIP.
  • The role focuses on Customer Base Management, High Value Base Enhancement.
  • Pivotal cross functional influence in Credits, Collections, Marketing Consumer, Marketing VBS and across CS verticals. 
  • Enhance Customer Engagement & drive Loyalty programs.

Key Result Areas/Accountabilities
  • Prepare and drive National churn containment strategy for entire postpaid base
  • Reduction of Mobility Churn & Revenue Churn.
  • Monitoring Out-bound campaign wise performance and building efficiency.
  • Automation & Digitization of Retention processes to optimize cost.
  • Governance and compliance of National Churn policies.
  • Competition bench marking on Postpaid Products and Servicing.
  • Cross-functional synergy with Marketing, Enterprise, Credits and Collections to improvise on existing product and retention.
  • Identifying upselling opportunities for enhancing customer stickiness
  • Budgeting
  • Team Management
  • Design and implement loyalty schemes/ offers for eligible customers.

Core Competencies, Knowledge, Experience
  • Hands on experience of customer life cycle management.
  • Exposure to customer retention role.
  • Good interpersonal skills
  • Must be able to get across points to internal and external stake holders so as to build synergy.
  • Partner / Vendor Management.

Must have technical / professional qualifications
  • 5-7  years exposure to Telecom Business
  • Graduate with  experience in customer retention in Telecom/BFSI or any High churn industry.
  • MS Office & Presentation Skills

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership


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