Lead - High Value Experience - DGM

3 weeks ago

Chandigarh, Chandigarh, India airtel Full time

We are a fun-loving, energetic and fast growing company that breathes innovation. We strive to give an unparalleled experience to our customers and win them for life. One in every 24 people on this planet is served by Airtel. Here, we put our customers at the heart of everything we do. We encourage our people to push boundaries and evolve from skilled professionals of today to risk-taking entrepreneurs of tomorrow. We hire people from every realm and offer them opportunities that encourage individual and professional growth. We are always looking for people who are thinkers & doers; people with passion, curiosity & conviction; people who are eager to break away from conventional roles and do 'jobs never done before' .

Job entails owning up Postpaid Mobile and Broadband experience for customers by analyzing the process and taking corrective actions.

Lead – HNI

Retention & Churn Management : Postpaid Mobile & Broadband

  • Churn control through identifying churn levers and proactive solve
  • Enhance Retention efficiencies on Voluntary cancellations and Involuntary buckets
  • Eliminating the cause leading to churn at all touch points be it Stores or at Call center
  • Analyze the churn data & identify proactive triggers and personalize retention initiatives based on lifecycle stages, customer journeys, consumer usage behaviour pattern
  • Manage the partner to drive timely retention activities
  • Ensure compliance with process and policies and ensure its effective implementation

Improve Customer Experience – Reduce Customer pain

  • Reduce Complaints by proactively analyzing the data & improving process, journeys, proactive actions / campaigns on base to educate customer
  • Ensuring resolution within SLAs & reduce Repeat through respective process owners of all queries and complaints
  • Non tolerance on execution gaps / delay causing customer impact and pushing teams
  • Customer centric approach in reshaping / creating any process
  • Support front end & Escalation handling from all touch points

Go Digital

  • Driving Self Care Adoption
  • Competition benchmarking, bringing new thoughts/solutions for expanding digital self-care options
  • Bringing IVR / WhatsApp / Other digital modes based solves
  • Simplify journeys & Test Existing & New journeys

Shifting & Device Recovery

  • Drive Within SLA Shifting
  • Reduce Shifting Rejects & Cancellations
  • Enhance Shifting success through Follow up & Tracking of each shifting request received
  • Analysis & Inputs for process improvement
  • Manage partner for Device Recovery & ensure device retrieval

Stakeholder Management & Reporting

  • Prepare reports on retention – daily, weekly, quarterly, monthly
  • Prepare & present the trends, RCAs, reasoning, smart action plan to reduce churn
  • Cross functional collaboration : coordinate with sales, marketing, billing, technical, contact center etc.

Must Have Skillsets

  • Strong Analytical & Presentation skills
  • Ability to collaborate & drive other teams
  • Technical Flair & Adaptability to understand Broadband Network & other technicalities

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