Agm - Cvm Customer Experience Design

3 months ago

Mumbai Maharashtra, India Vodafone Idea Full time

Job Req ID: 43972- Location: Mumbai, IN- Function: VIBS- About:

- 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 - CVM Customer Experience Design

**Job Level/ Designation
M2/ AGM

**Function / Department**

Enterprise/ CVM

**Location**

Mumbai - Corporate

**Job Purpose**
- Focus on designing and building B2B CVM campaign journeys across mobility/non-mobility products in Enterprise customer facing platforms, aimed at Enterprise personas (Auth Signs, end users, influencers and decision makers) within organizations
- Responsible for design, development and launch of Enterprise CVM customer journey capabilities across data availability, CVM platform and channel integrations to build seamless omni channel campaign experience
- Lead all aspects of customer journey build for CVM including planning, cross functional team engagements, training, adoption in campaigns and overall campaign experience

**Key Result Areas/Accountabilities**
- Design & Build capability to run CVM campaigns for B2B use cases
- Create model customer journeys across Enterprise personas, across B2B buying **personas** for **Omni Channel experiences**:

- Work with cross functional teams to build capabilities to execute the envisaged customer journeys
- **Create seamless experiences **across multiple channels including enterprise grade digital channels (ViBM), social channels, offline channels (call centers, service teams, account managers) etc
- Monitor and govern channel level efficiencies for campaigns, building actionable recommendations for channel level action plans by personas, segments and use cases

**Core Competencies, Knowledge, Experience**
- Customer obsession
- Understanding of Enterprise buying behaviors
- Design Thinking
- Project Management skills

**Must have technical / professional qualifications**
- MBA
- Data Acumen

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

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