Customer Experience Manager

2 weeks ago


Gwalior, Madhya Pradesh, India Vodafone Idea Limited Full time

Company Overview:

Vodafone Idea Limited is a leading telecommunications service provider in India, partnering with the Aditya Birla Group and Vodafone Group.

We offer pan-India voice and data services across 2G, 3G, and 4G platforms, committed to delivering delightful customer experiences and contributing to creating a 'Digital India.'

Our extensive ecosystem of digital channels and on-ground presence enables us to provide innovative offerings to both retail and enterprise customers.

We are listed on the National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Job Description:

The Retail Franchisee Operations role is responsible for overseeing activities at all Franchise stores within a designated zone, focusing on customer service, sales, and revenue targets across various products.

This includes ensuring quality acquisition through Mini Stores (VIMS), maintaining stock availability while adhering to norms, and meeting overall revenue targets through the VIMS channel.

The ideal candidate will facilitate the roll-out of VIMS, coach channel partners to improve efficiency, and resolve issues within specific timelines.

Key Responsibilities:

  • Achieve sales targets for all products, including voice postpaid/prepaid, data, VAS, handsets, etc., across VIMS in the zone.
  • Ensure quality acquisition through VIMS and maintain stock availability while adhering to norms.
  • Facilitate the roll-out of VIMS, including selection of partners and location, and meet expansion targets.
  • Celebrate successes and progress through regular performance reviews with channel partners.
  • Maintain high motivation levels among channel partners.
  • Resolve VIMS-specific issues within specific timelines.

Requirements:

  • A minimum of 8 years of experience in Customer Handling/Retention Management.
  • Excellent communication skills, with the ability to communicate effectively with peers and seniors.
  • Strong data and analytical skills, with a keen eye for detail and process improvement.
  • Prior telecom experience is mandatory.
  • A graduate in any field.
  • Proficiency in Excel and Presentation skills.

Salary:

The estimated annual salary for this position is around ₹20 lakh ( ₹1.6 lakh per month), depending on qualifications and experience.

Benefits:

  • An equal opportunity employer committed to diversifying its workforce.
  • A collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.
  • Ongoing training and development opportunities to enhance skills and knowledge.
  • A comprehensive compensation package, including medical benefits and other perks.


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