15h Left) Gm- Experience

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 We re proud to be an equal opportunity employer At VIL we know that diversity makes us stronger We are committed to a collaborative inclusive environment that encourages authenticity and fosters a sense of belonging We strive for everyone to feel valued connected and empowered to reach their potential and contribute their best VIL s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion Boldness Trust Speed and Digital Consequently our recruiting efforts are directed towards attracting and retaining best and brightest talents Our endeavour is to be First Choice for prospective employees VIL ensures equal employment opportunity without discrimination or harassment based on race colour religion creed age sex sex stereotype gender gender identity or expression sexual orientation national origin citizenship disability marital and civil partnership union status pregnancy veteran or military service status genetic information or any other characteristic protected by law VIL is an equal opportunity employer committed to diversifying its workforce RoleExperience Training LeadJob Level DesignationM3Function DepartmentPostpaid Experience TrainingJob PurposeTo be the best in class Retail operations across all formats - Vi Store Vi Mini Stores through constantly upgrading the level of service provided to the walk in customers thus creating a delightful and enriching experience Ensuring a high Emotional quotient on the Retail floor through happy tenured employees driving Customer Experience Service Operation Capability Building and Digital Interaction agendaKey Result Areas Accountabilities Drive Customer Experience excellence Agenda- Drive Service experience agenda across retail stores in coordination with various stakeholders across Clusters and Corporate Retail Metric- TNPS EQ Complaints with Zero service denials from the postpaid team Manage Improve Physical Infrastructure and Ambience- Drive and manage upkeep and ambience of stores in coordination with various stakeholders including Commercial Finance and Corporate Metric- EQ Score on Infra Spot the Spot scores Audit feedback during visit by senior management and employee Drive Digital Interaction Store- Drive and facilitate Digital app download and interaction with aim to improve customer awareness and engagement on Digital product App Metric- App Download App Interaction New App DL etc Design Standardize Improvise processes and policies- Design standardized in-store policies procedures processes guidelines and implement them in the Vi Way KPI- No of Processes improved Capability Building Best Practice Replication- To ensure best in class experience at customer touch points for Postpaid through capability interventions and deployment in conjunction with Postpaid and CS CoEs at Corporate Core Competencies Knowledge ExperienceCompetencies High on Customer orientation the individual delivers through collaboration with cross functional teams Excellent Analytical Skills for building and presenting insights for action and planning interventions and suggesting process corrections Should demonstrate traits of independent thought leadership and drive to execute Experience 10 years overall experience and should have worked in Retail or Quality or Service functionsMust have technical professional qualificationsPreferably an MBA having good understanding of tech and systems Vodafone Idea Limited formerly Idea Cellular Limited An Aditya Birla Group Vodafone partnership