AGM - Postpaid Retention

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

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 5 years exposure to Telecom Business
• Graduate with 5 to 7 years’ experience in customer retention.
• Advanced level exposure to MS Office/Google Suite (Docs, Spredsheets etc) & reporting tools like BI and Netezza.
  
  
  

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership