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Digital Transformation Lead

1 month ago

Mumbai, Maharashtra, India Vodafone Idea Limited Full time
Company Overview
Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India Voice and Data services across 2G, 3G, and 4G platforms. With a large spectrum portfolio, the company is committed to delivering delightful customer experiences and contributing to the 'Digital India' vision.

Salary
The estimated annual salary for this position is ₹45 lakhs - ₹55 lakhs, depending on experience and qualifications.

Job Description
This role involves leading and managing experience initiatives for Vi Business's FLX business, which comprises National and Global Strategic Accounts, Government accounts, and SME accounts with a projected growth rate of approximately 10% yearly. The incumbent will be responsible for leading retention initiatives across Business segments, planning, projections, and tracking success. Additionally, they will lead the digital service agenda for FLX business, championing the implementation of the service management model through technology interactions.

Key Responsibilities
  • Deliver National Business KPIs of VIBS Service Assurance through various measures directly or indirectly
  • Forecast and plan revenue impact through churn and factor it in DB planning exercises for cluster teams, Carrier teams, and national teams
  • Monitor performance against targets and intervene as necessary with business-facing initiatives like pricing interventions, commercial & Product discussions, and technology interventions as needed to retain customers
  • Strengthen governance process around churn to minimize revenue variance and predict impact accurately
  • Provide necessary support with data and analytics to Service Assurance teams nationally along with Service Operations to meet revenue churn targets

Requirements
  • Minimum 15 years of experience in handling FLX products at corporate and regional levels
  • Strong understanding of Fixed Line products and services
  • Experience working on Customer retention and Value Management, along with Digital tools
  • Experience working on Fixed line churn control projects and enabling the Service team on Retention tools by working with Product, Commercial, and Account teams
  • Able to identify and drive digital journey for FLX customer experience
  • Team management and vendor management experience of 10 years

Preferred Qualifications
  • Post Graduate degree