Gm - Retention, Digital and Experience

Job Req ID: 40413- Location: Mumbai, IN- Function: VIBS- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

**Role**

National Head - Retention, Digital & Experience - FLX

**Job Level/ Designation**

**Function / Department**

Enterprise CS - Service Assurance

**Location**

Mumbai

**Job Purpose**

This position is responsible for leading and managing the experience initiatives of the FLX business of Vi Business which is a 2500 Cr portfolio compromising of National and Global Strategic Accounts, Government accounts and SME accounts with a projected growth rate of approx. 10% yearly. The role will be also responsible for leading retention initiatives across Business segments along with planning, projections and tracking success. The role will also lead the digital service agenda for FLX business along with championing the implementation of the service management model thru technology interactions.

**Key Result Areas/Accountabilities**

HE/SHE is responsible to deliver on National Business KPIs of VIBS Service Assurance through various measures directly or indirectly

**Retention / Churn Management**:

- To forecast and plan the revenue impact thru churn and factor it in DB planning exercises for cluster teams, Carrier teams and national teams
- To monitor the performance against targets and intervene as necessary with business facing initiatives like pricing interventions, commercial & Product discussions as well as technology interventions as needed to retain customers
- To strengthen the governance process around churn so as to minimize the revenue variance and predict impact accurately
- To provide necessary support with data and analytics to the service assurance teams nationally along with Service operations to meet revenue churn targets

**Digital**
- To formulate initiatives on the Vi FLX customer facing platform and drive digital adoption across the base.
- To use bots and other digital tools to enhance experience and reduce time to resolve / eliminate customer complaints
- To plan capex spends to manage the tool and integrate it into the overall Vi Business Care strategy for FLX
- To analyse customer feedback on tool and work upon enhancements with IT demands and roll outs.

**Customer Experience**
- To create, implement and monitor the service management model of all customer segments and teams of Vi Business FLX in systems and reporting
- To track service improvement plans and efficacy with necessary technology/ network interventions by analysis and interventions
- To improve the RNPS scores of the FLX business with product, technology or people interventions
- To enhance the product lifecycle at time of launch or BAU to meet customer expectations
- To drive compliance of regulatory guidelines pan India for FLX and track as necessary

**Reporting & Budgeting**
- To ensure correct reporting of various service assurance metrics nationally so as to govern improvement via trends
- To create the necessary dashboards to give visibility at national, cluster level across segments and products
- To measure performance of all teams and individuals nationally against set targets for performance reporting and rewards
- To own the annual national Budgets well as driving compliance to the costs budgeted.

**People Management**
- To drive performance across various models of ownership from direct reporting, dotted reporting, on roll employees, off-roll employees and outsourced partners

**Core Competencies, Knowledge, Experience**
- Should possess minimum 15years of experience in handling FLX products at corporate and regional levels
- Strong understanding of Fixed Line products and services.
- Should have worked for business on Customer retention and Value Management, along with Digital tools
- Should have worked on Fixed line churn control projects and enable the Service team on Retention tools by working with Product, Commercial and Account teams
- Should able to identify and drive digital journey for FLX customer experience.
- Should have team management and vendor management experience of 10 years

**Must have technical / professional qualifications**

Post Graduate

**Years of Experienc