AGM- Cluster Retention

4 weeks ago

mumbai, India Vodafone Idea Limited Full time

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

AGM - Cluster Retention & CVM Lead

Job Level/ Designation

M2

Function / Department

Enterprise, Customer Service

Location

Mumbai

Job Purpose

Churn Management & Revenue Enhancement

Key Result Areas/Accountabilities

(1) Churn management: Ensure customer retention through focused proactive and reactive measures for assigned accounts across segments. Reduce Churn % to base

(2) Revenue Enhancement: To drive revenue enhancement & up-sell/cross-sell programs

(3)To launch innovative process improvements thereby reducing cost & improving process efficiencies

(4) Build CXX journeys that drive RNPS

(5) Ensure operational governance by;

1. Improving operational efficacy of churn processes

2. Document validation process

3. Optimum use of retention tools

4. Reduction in UPC & retention leakage

Responsible for West and Central Cluster Enterprise Mobility & IoT base retantion, activities related to churn proactive and reactive, relevant MIS, Go to market, strategise churn @ 1.5 % of base, handle and have actions around high value churn base, coordinate with corporate on CVM activities

Core Competencies, Knowledge, Experience

5-7yrs of experience

Must have technical / professional qualifications

Experience in data analytics or based retention experience

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

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