Vodafone - Service Head - Retail

Role purpose :

Responsible for Overall Customer Experience Excellence at Retail. Understanding the Central Priorities and collaborating with Circle team for ensuring execution across Retail Stores. Drive the larger team across Retail stores to passionately own service Parameters and deliver service excellence while selling

Key accountabilities and decision ownership :

Sales :

- Monitoring TNPS

- External Quality Audits Scores

- Process & Compliance adherence

- Reduce / Eliminate Wait time from Stores

- Recruitment of Associates

- Retention of Subscribers and driving reduction in Churn from stores

- Understanding causes of Customer complaints and necessary action to reduce / eliminate complaints

- End to End Customer Experience from Retail

a) Diligently drive Processes/ Compliance & ensure seamless execution on ground

b) Responsible for reviewing the existing processes and input modifications keeping Customers first

People :

- Customer Care Executive Recruitment & Management

Core competencies, knowledge and experience :

Critical Success Factors :

- Building Team Commitment

- Leads Decision Making & Delivering Results

- Builds Strategic Relationships & Organizational Agility.

- Analytical Thinking

Threshold Functional Competencies :

- Products Services & Technology Knowledge - Consumer

- Negotiation

- Working with Partners

Differentiating Functional Competencies :

- Solving Problems

- Planning & Forecasting

Experience :

- 5 - 8 years

- Experience with retail and customer operations

Reporting to : Retail Head