National Lead – Retention, Digital

7 days ago

Mumbai, Maharashtra, India Vodafone Idea Limited Full time

Vodafone Idea Limited, as part of the Aditya Birla Group and Vodafone Group partnership, is a leading telecom service provider in India. The company offers pan-India voice and data services across 2G, 3G, and 4G platforms. With a large spectrum portfolio, Vodafone Idea is committed to delivering delightful customer experiences and contributing towards creating a truly 'Digital India.'

We value diversity and strive for a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. Our goal is to build and maintain a workforce that is diverse in experience and background, reflecting our core Values of Passion, Boldness, Trust, Speed, and Digital.

**Role**

National Lead – Retention, Digital & Experience

**Job Level/Designation**

M3 – GM

**Function / Department**

Enterprise CS – Service Assurance

**Location**

Mumbai

**Job Purpose**

This position is responsible for leading and managing experience initiatives across the FLX business, including retention, digital, and customer experience. The role will also lead retention initiatives across business segments and drive digital service agendas.

**Key Result Areas/Accountabilities**

The National Lead will deliver on National Business KPIs of VIBS Service Assurance and drive performance across various models of ownership. Key responsibilities include forecasting revenue impact, monitoring performance, and driving digital adoption.

**Retention/Churn Management**

  • Forecast and plan revenue impact through churn and factor it into DB planning exercises.
  • Monitor performance against targets and intervene as necessary with business-facing initiatives.
  • Strengthen governance processes around churn to minimize revenue variance.
  • Provide necessary support with data and analytics to service assurance teams nationally.

**Digital**

  • Formulate initiatives on the Vi FLX customer-facing platform and drive digital adoption.
  • Use bots and other digital tools to enhance customer experience and reduce time to resolve customer complaints.
  • Plan capex spends to manage the tool and integrate it into the overall Vi Business Care strategy.
  • Analyze customer feedback on the tool and work on enhancements.

**Customer Experience**

  • Create, implement, and monitor service management models for customer segments and teams.
  • Track service improvement plans and efficacy with necessary technology/network interventions.
  • Improve RNPS scores with product, technology, or people interventions.
  • Enhance product lifecycles at time of launch or BAU to meet customer expectations.
  • Drive compliance of regulatory guidelines pan-India for FLX and track as necessary.

**Reporting & Budgeting**

  • Ensure correct reporting of service assurance metrics nationally.
  • Create necessary dashboards to give visibility nationally and across segments.
  • Measure performance of all teams and individuals against set targets.
  • Owning annual national budgets and driving compliance to costs budgeted.

**People Management**

  • Drive performance across various models of ownership.

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