Agm - Postpaid Retention

3 days ago

Ahmedabad, India Vodafone Idea Full time

Job Req ID: 33781- Location: Ahmedabad, IN- Function: Other- About:
**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. (Consumer & IOIP)
- Focus on reduction in Customer churn & Revenue churn.

**Key Result Areas/Accountabilities**
- Improve customer retention by driving higher efficiency and productivity, Identification of process gaps and improvement.
- Manage end to end Retention related Outbound Campaigns for clusters.
- Proactive / Reactive retention process monitoring and KPI delivering.
- Keep a close eye on customer Insighting, Market & competition watch
- Identifying customer journey breakpoints in existing process and recommend corrections.
- High cross-functional synergy with Enterprise, Marketing, Credits and Collections to improvise on existing product / process and retention
- Managing Retention Operations at optimum levels introducing cost-benefit approach/Cost per retain
- Automation & Digitization of Retention processes to optimize cost
- Design & execute campaigns to induce voice / data usage (non-users base) and offer best fit plans basis customer’s usage history.
- Enhance customer’s stickiness through educating and upselling non-telco subscription to non-users.
- Enhance Digital adoption through Retention out-calling campaigns.
- Implement loyalty schemes/ offers for eligible customers

**Core Competencies, Knowledge, Experience**
- Hands on experience of customer life cycle management.
- Exposure to customer retention role.
- Good interpersonal skills
- Must be able to get across points to internal and external stake holders so as to build synergy.
- Partner / Vendor Management.

**Must have technical / professional qualifications**
- Min 6 years exposure to Telecom Business
- Graduate with 4 to 6 years’ experience in customer retention.
- Advanced level exposure to MS Office & reporting tools like BI and Netezza.

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