AGM - Postpaid Retention Specialist

5 days ago


Ahmedabad, Gujarat, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data services across 2G, 3G, and 4G platforms. The company is committed to delivering delightful customer experiences and contributing to a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow.

Role:

Postpaid Retention Process Factory Team Member

Job Level/Designation:

M2

Function/Department:

Postpaid Process and Delivery/Customer Service

Location:

Ahmedabad

Job Purpose:

  1. The Retention role is responsible for driving Postpaid Mobility Churn, focusing on reducing customer churn and revenue churn.
  2. Improve customer retention by driving higher efficiency and productivity, identifying process gaps, and proposing improvements.
  3. Manage end-to-end Retention-related Outbound Campaigns for clusters.
  4. Proactively and reactively monitor Retention process and deliver KPIs.
  5. Maintain a close eye on customer insights, market trends, and competition.
  6. Identify customer journey breakpoints in existing processes and recommend corrections.
  7. Promote high cross-functional synergy with Enterprise, Marketing, Credits, and Collections to enhance existing products and processes.
  8. Optimize Retention Operations by introducing a cost-benefit approach and cost-per-retain.
  9. Automate and digitize Retention processes to optimize costs.
  10. Design and execute campaigns to induce voice and data usage among non-users and offer best-fit plans based on customer usage history.
  11. Enhance customer stickiness by educating and upselling non-telco subscriptions to non-users.
  12. Enhance digital adoption through Retention out-calling campaigns.
  13. Implement loyalty schemes or offers for eligible customers.

Core Competencies, Knowledge, Experience:

  1. Hands-on experience in customer life cycle management.
  2. Exposure to customer retention roles.
  3. Good interpersonal skills.
  4. Ability to communicate effectively with internal and external stakeholders to build synergy.
  5. Partner/Vendor Management.

Must have Technical/Professional Qualifications:

  1. Minimum 5 years of experience in Telecom Business.
  2. Graduate with 5 to 7 years of experience in customer retention.
  3. Advanced level exposure to MS Office/Google Suite (Docs, Spreadsheets, etc.) and reporting tools like BI and Netezza.

Vodafone Idea Limited, formerly Idea Cellular Limited, is an Aditya Birla Group & Vodafone partnership.



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