Mass Retail Experience Lead

2 days ago

Kolkata, India airtel Full time

Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined SLAs. The role demands a proactive, data-driven approach and strategic interventions aligned with business goals to elevate the mass retail customer experience. Key Responsibilities: - Improve Customer Experience by fixing common issues and reducing repeated complaints and interaction. - Ensure Timely SR Closures by monitoring and improving SLA adherence. - Enhance Network Experience by working with the network team to resolve issues faster. - Reduce Customer Churn and Port-Outs through better service and retention efforts. - Manage Retention Agencies to ensure effective handling of MNP and customer outreach calls. - Lead the digital adoption agenda by increasing Thanks app penetration and usage of other digital self-care platforms - Collaborate cross-functionally to enhance customer experience and resolve process bottlenecks Skills sets required: - Collaboration - Analytical skills (Data management) - Customer orientation (Customer approach understanding) - Good Communication skills

  • Mass Retail Experience Lead

    2 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    3 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    2 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    2 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    3 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience LeadTo lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    2 days ago

    Kolkata, India airtel Full time

    Mass Retail Experience LeadTo lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    3 days ago

    Kolkata, West Bengal, India airtel Full time ₹ 9,00,000 - ₹ 12,00,000 per year

    Mass Retail Experience LeadTo lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Mass Retail Experience Lead

    2 days ago

    Kolkata, West Bengal, India, West Bengal airtel Full time

    Mass Retail Experience Lead To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined...

  • Urban TSM- Mass Retail

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    Kolkata, West Bengal, India Airtel Full time ₹ 15,00,000 - ₹ 25,00,000 per year

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