AGM - Postpaid Retention Specialist
5 days ago
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:
- The Retention role is responsible for driving Postpaid Mobility Churn, focusing on reducing customer churn and revenue churn.
- Improve customer retention by driving higher efficiency and productivity, identifying process gaps, and proposing improvements.
- Manage end-to-end Retention-related Outbound Campaigns for clusters.
- Proactively and reactively monitor Retention process and deliver KPIs.
- Maintain a close eye on customer insights, market trends, and competition.
- Identify customer journey breakpoints in existing processes and recommend corrections.
- Promote high cross-functional synergy with Enterprise, Marketing, Credits, and Collections to enhance existing products and processes.
- Optimize Retention Operations by introducing a cost-benefit approach and cost-per-retain.
- Automate and digitize Retention processes to optimize costs.
- Design and execute campaigns to induce voice and data usage among non-users and offer best-fit plans based on customer usage history.
- Enhance customer stickiness by educating and upselling non-telco subscriptions to non-users.
- Enhance digital adoption through Retention out-calling campaigns.
- Implement loyalty schemes or offers for eligible customers.
Core Competencies, Knowledge, Experience:
- Hands-on experience in customer life cycle management.
- Exposure to customer retention roles.
- Good interpersonal skills.
- Ability to communicate effectively with internal and external stakeholders to build synergy.
- Partner/Vendor Management.
Must have Technical/Professional Qualifications:
- Minimum 5 years of experience in Telecom Business.
- Graduate with 5 to 7 years of experience in customer retention.
- 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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