Vodafone - Manager/Senior Manager - Retention & Relation Head - Customer Operations

Role profile

Role title: R&R Head-Kol & ROB

Function: General Management

Band: G

Job Family: Customer Service

Business Area: Customer Operations

Reports to: Circle CS Head

Location: Kolkata

Role purpose:

Retention and Relation Head responsible for overall Postpaid & High end Prepaid base ringfencing and increasing Market share.

- Managing Customer Life cycle for Postpaid base to create a distinct service differentiation and stickiness

- Key focus on Prepaid High end and reduction of MNP to other operators

- Ensuring smooth operations while identifying opportunities for process, product corrections and cost control on an ongoing basis

Delivering Revenue KPIs

- Achievement of core budget targets

- Increase Revenue Market share

- Revenue Churn - Subscriber Churn

- Reduction in DTPGSB churn

- Drive RM & RE & Non Relations (Postpaid Consumer & IOIP) across Zones

- Reduction in - 1 year AON churn

- Reduction in High value Churn - 1k ARPU for Kol and - 750 ARPU for ROB

- Contribution of Revenue Upsell (including Data Revenue)

- Circle RnR budget within 100% DB

Customer Experience

- Contribution towards CXX 3.0 and ensuring 100% participation in the CARE journey

- NPS leadership

- Reduce Circle Subscriber Churn

- Control leg- wise churn through strategic models: Voluntary, Port Out, Non-Usage, Involuntary churn

- Reduce Acquisition Churn

- Touch point Retention-

Empower Call Centre & DCCC with Retention tools to enhance retention

Empower Vodafone Stores/VMS with Retention tools to enhance retention

Enhance RPD Retention Leading to Reduction in Churn

FOS Management & Churn Reduction

Improve Operation Efficiency

- 100% Regulatory Compliance according to Norms

Process Compliance as per guidelines

0 deviation in TRAI norms

All gaps identified during audits to be stitched back

- Customer & Market VOC Capturing & Suggest Process/System Change/Initiatives

- 100% TNPS re-poll

- Effective On boarding for both Consumer & IOIP segment

- Hold Relationship Events with a Positive ROI & ring fence with larger population(Post & Pre )

- Vodafone Red Business-

Ensuring Complete 100% Onboarding

Reduction in Vodafone Red Churn

Be Future Ready

- Prepaid Retention-

- MNP Prepaid Retention across segments

- UHVC & HVC Customer ring fencing

Corporate Initiated Projects:

- COGNOS

- New segmentation

- DCCC

Mobile Internet Revenue

- Data User Churn/MI Churn

- Launch of Sharper & Crisp CPM

- Innovative Engagements in Data LUT sites

- Data Onboarding Experience

Vodafone Treasures-A New Line of Relationship

Effectively Driving the Project - VoC-

- Sampark/Sparsh

- RM/RE Competition Bench Marking

- Customer Day

- Events

M-Pesa Upsell for Existing & New Connections thereby reducing Involuntary Churn

- Partner engagement

People

- Grooming of Retention leads

- VPS Score & Speak-up Score & Quality of Performance Feedback Score

- Smooth Induction of New Hires into Team

- E-Learning Reach

- Creating & Reviewing IDPs for identified Talent

- Partner in 1-on-1 career conversations

- Releasing Talent for Rotation across roles / location

- Female Representation

- Non-Telco Hires

- Encourage reporting/ ensure investigation.

- Ensure 1@Risk undergoes HSW induction including mandatory phase 1 defensive driving trg on first day of joining

- Carry out toll box talk each month, 12 in a year.

- Carry out self-audit of min 5% of 1@Risk in a month for HSW compliance, (e.g. License, helmet/ ASR awareness, etc.)

- Partnering the Service Partners on HSW and Engagements on HSW

Direct reports: Total Team Size: 50 - 70

- 0 - 2 Branch Manager

- 1 Distribution Lead

- 1 Zonal Retail Lead

- 1 Zonal CS Lead

- 0 -2 Zonal SME Lead

- 1 Direct Sales Lead

MBA

To apply for this position, please use the Vodafone link