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Role
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Postpaid Retention – Process Factory – Team Member
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Job Level/ Designation
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M2
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Function / Department
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Postpaid Process and Delivery/Customer Service
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Location
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Ahmedabad
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Job Purpose
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- The Retention role is responsible for driving Postpaid Mobility Churn. (Consumer & IOIP)
- Focus on reduction in Customer churn & Revenue churn.
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Key Result Areas/Accountabilities
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- Improve customer retention by driving higher efficiency and productivity, Identification of process gaps and improvement.
- Manage end to end Retention related Outbound Campaigns for clusters.
- Proactive / Reactive retention process monitoring and KPI delivering.
- Keep a close eye on customer Insighting, Market & competition watch
- Identifying customer journey breakpoints in existing process and recommend corrections.
- High cross-functional synergy with Enterprise, Marketing, Credits and Collections to improvise on existing product / process and retention
- Managing Retention Operations at optimum levels introducing cost-benefit approach/Cost per retain
- Automation & Digitization of Retention processes to optimize cost
- Design & execute campaigns to induce voice / data usage (non-users base) and offer best fit plans basis customer’s usage history.
- Enhance customer’s stickiness through educating and upselling non-telco subscription to non-users.
- Enhance Digital adoption through Retention out-calling campaigns.
- Implement loyalty schemes/ offers for eligible customers
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Core Competencies, Knowledge, Experience
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- 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.
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Must have technical / professional qualifications
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- Min 6 years exposure to Telecom Business
- Graduate with 4 to 6 years’ experience in customer retention.
- Advanced level exposure to MS Office & reporting tools like BI and Netezza.
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