Assistant General Manager

Role AGM - Retention & IoT Fulfillment Lead

Job Level/ Designation M2/AGM

Function / Department - Enterprise/Customer Service

Location - Kolkata

Job Purpose:

- The is a key strategic role focused on driving customer retention, revenue growth, and customer value enhancement across the cluster. This role supports the Mobility and IoT product lines and serves key enterprise customer segments, including Strategic Accounts, Government, and SMEs.

- The role is also responsible for driving seamless service delivery, onboarding, and issue resolution for IoT customers across SME, Government, and Strategic Account segments within the cluster. The role ensures end-to-end ownership of IoT service fulfillment and supports proof-of-concept execution, regulatory compliance, and technical validation.

Key Result Areas/Accountabilities Retention Strategy & Execution:

- Design and implement cluster-specific retention strategies based on usage patterns, churn analytics, and customer behavior.

- Work closely with Service Managers to identify at-risk accounts and execute proactive retention interventions.

- Drive targeted retention campaigns in collaboration with national retention teams and segment owners.

CVM & Revenue Growth:

- Identify and execute opportunities for upselling and cross-selling within existing accounts.

- Leverage data analytics to design personalized offers and value-driven communication.

- Monitor ARPU, usage trends, and lifecycle indicators to enhance customer value.

Churn Management:

- Own churn analysis for the cluster across Mobility and IoT.

- Define key churn metrics, develop dashboards, and report trends with actionable insights.

- Ensure root cause identification and resolution of service-related churn through coordination with operations and customer service teams.

Business Analytics & Reporting:

- Create and manage detailed retention, CVM, and churn dashboards for internal stakeholders.

- Deliver regular performance updates to Cluster Service Head and National Retention Head.

- Use data-driven insights to influence service strategy and customer engagement models.

IoT Service Fulfillment & Onboarding:

- Coordinate with internal central provisioning, product, and sales teams to ensure timely onboarding.

- Support deployment of Proof of Concept (POC) solutions for enterprise clients when required.

IoT Plan & Use Case Testing:

- Conduct functional testing of IoT plans and use cases before rollout.

- Validate SIM behavior, connectivity scenarios (2G/4G/5G/NB-IoT), data flows, and platform integrations.

- Partner with product and network teams to troubleshoot complex service behavior.

Complaint Management & Escalation Handling:

- Lead resolution of IoT customer complaints and service tickets.

- Act as the SPOC for IoT escalations in the cluster, working closely with Central Incident Management and Network teams.

- Monitor and reduce repeat complaints through RCA and service design improvements.

Inventory & Digital Troubleshooting:

- Maintain IoT number inventory for the cluster-track allocations, usage, and availability.

- Troubleshoot and resolve issues related to Digital Self-Care Platforms, APIs, and customer dashboards.

Regulatory Compliance:

- Ensure adherence to IoT/M2M regulatory norms (e.g., DKYC, physical custodian compliance).

- Coordinate with legal, compliance, and onboarding teams to maintain full audit readiness.

- Support customer documentation, verification, and process alignment per TRAI/DoT guidelines.

Collaboration & Governance:

- Partner closely with service managers, sales teams, central IoT teams, marketing, product, and analytics teams.

- Enable front-line service teams with customer insights, churn indicators, and playbooks. Support training, enablement, and communication strategies for retention initiatives.

- Provide inputs to national teams on cluster-specific trends, service gaps, and improvement areas.

- Participate in governance reviews, POC validation, and platform testing sessions.

Core Competencies, Knowledge, Experience:

- 9-12 years of experience in Enterprise Retention, CVM, Business Analytics, IoT service delivery, Customer Lifecycle Management

- Strong understanding of enterprise telecom products (Mobility, IoT) and customer segments

- Proven ability to drive retention initiatives and influence revenue metrics

- Hands-on experience in IoT SIM lifecycle management, network troubleshooting, and device/platform integrations

- Strong understanding of IoT protocols, APNs, API behavior, and telecom compliance norms

- Bachelor's degree in Engineering/IT/Telecom preferred; MBA (Analytics specialisation preferred); certifications in IoT/Networking are a plus

Must have technical / professional qualifications

- Customer Lifecycle Management

- Churn Analytics & Retention Strategy

- CVM Campaign Planning & Execution

- Strong Analytical and Communication Skills

- IoT Technical Expertise & Service Testing

- Complaint Resolution & Root Cause Analysis

- Regulatory & Compliance Awareness (IoT/M2M)

- Process Management & Inventory Control

- Digital Tools & Platform Troubleshooting

- Stakeholder Management & Collaboration