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Vodafone Idea
15-20 years
Vodafone Idea - National Lead - Retention/Digital & Experience - FLX (15-20 yrs)
Vodafone Idea
posted 9d ago
Flexible timing
Key skills for the job
National Lead - Retention, Digital & Experience FLX.
Job Level/ Designation: M3 GM.
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 Experience : 10-15 years.
Reporting : DIRECT
AGM - Retention Management and Churn control.
AGM - Regulatory and digital.
AGM - Customer technology Solution.
Functional Areas: Software/Testing/Networking
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