GM - Enterprise Customer Experience

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Head - Enterprise Customer Experience and Excellence

Job Level/ Designation

M3 – General Manager

Function / Department

Transport Operations - COG

Location

Mumbai

Job Purpose

• Responsible for providing strategic leadership to customer experience and excellence, governs the deliverable KPI's, NPS and CSAT to the Enterprise Business and to the Enterprise customers.
• Provide leadership to the customer experience and Problem Management teams and evolve customer experience on Vodafone Idea's Enterprise network
• Acts as a consultant on solutions to business and technology functions to deliver Customer Experience and Excellence Initiatives based on NPS, CSAT and other performance measurement metrics.
• Reviews the customer experience and excellence initiatives across all the Enterprise Products touching the customer life cycle management.
• Strategic engagement with Enterprise and cross functional teams –Review, govern and update the senior leadership teams on Network improvements, customer audits, Customer Feedback.
• Manage Customer experience, customer retention and conflicts with customers for ring-fencing the revenues of Enterprise Customers.
• Initiate and govern periodic network audits provide implementation support to NOC team and other stake holders.

Key Result Areas/Accountabilities

• Customer Experience – Regular customer visits to gather feedback and monitoring key metrics like CSAT, NPS, and CES,
• Governance of Customer Experience improvement programs by engagement with the leadership teams of business, network to achieve agreed targets on NPS and CES programs
• Enterprise Strategy on Customer Experience- Drive customer strategy through Network improvements, Network audits, Customer Feedback. Plan recommendation and implementation governance.
• Performance Governance– Governance of Fault trend analysis data & fixing the gaps in the network to achieve the SLA's agreed with the customers.
• Customer Retention – Retention and Churn governance.

Core Competencies, Knowledge, Experience

Core competencies, knowledge and experience [max 5]:

• 15-18 Years of Experience in Telecom domain.
• 10-12 Years of Experience in Customer Experience and Excellence(CXX)
• Experience of working in multi service & multivendor network.
• Awareness of quality and  business standard practices
• Awareness of HSW, regulatory and customer specific SLA compliance and methodologies

Must have technical / professional qualifications

Must have technical / professional qualifications:

• BE in Electronics & Telecommunication/IT/Computer science
• Industry Certification – ITIL/ CCNP
• In depth Understanding of Enterprise Products and  service offerings
• Understanding of Fiber Optics, Transmission, Cloud & IP Technologies

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership