Mass Retail Experience Lead

3 days ago


Kolkata, West Bengal, India airtel Full time ₹ 9,00,000 - ₹ 12,00,000 per year

Mass Retail Experience Lead

To lead and optimize the end-to-end customer experience for mass retail consumers in Prepaid and DTH services, with a strong focus on reducing customer interactions, controlling churn and MNP port-outs, improving digital adoption, ensuring effective grievance redressal, and driving timely service request closures as per defined SLAs. The role demands a proactive, data-driven approach and strategic interventions aligned with business goals to elevate the mass retail customer experience.

Key Responsibilities:

  • Improve Customer Experience by fixing common issues and reducing repeated complaints and interaction.

  • Ensure Timely SR Closures by monitoring and improving SLA adherence.

  • Enhance Network Experience by working with the network team to resolve issues faster.

  • Reduce Customer Churn and Port-Outs through better service and retention efforts.

  • Manage Retention Agencies to ensure effective handling of MNP and customer outreach calls.

  • Lead the digital adoption agenda by increasing Thanks app penetration and usage of other digital self-care platforms

  • Collaborate cross-functionally to enhance customer experience and resolve process bottlenecks

Skills sets required:

  • Collaboration

  • Analytical skills (Data management)

  • Customer orientation (Customer approach understanding)

  • Good Communication skills



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