ROLE PURPOSE

The position is responsible for the management of the entire postpaid subscriber base for their revenue growth. The person needs to monitor the usage behavior of the base and design and launch products for increasing the usage and thereby the revenues.

ESSENCE OF ROLE- Key Accountabilities

Strategic

- To manage the entire postpaid existing base for the circle

- To analyse data relating to usage patterns of the customer so as to identify opportunities for process improvement and /or revenue enhancement

- To assist the DGM Marketing to make the annual budget and plan of action for the next year at a micro level

Retention

- To review the churn numbers and reasons for churn on a daily basis and take corrective action

- To listen in to the calls reaching retention team at call centre and at shops

- To match competitive tariff plan offers that reach the call centre

- To identify and monitor progress of the proactive retention activities

- To map plan recommendation for all group churn accounts

- Revenue enhancement

- To design products/promotional packs to induce voice usage/revenue and get approvals from all functional heads

- To upsell the products through various means- SMS, tele calling desks and customer service (call centre and shops)

- To identify areas where opening up of a service could result in additional revenue

- To determine the agencies that will be upselling and the cost structures of the same for all marketing activities

- To co-ordinate with brand team for relevant POS for the product and website updation

- Existing subscriber base management

- To increase base on the Vodafone Citibank co branded card

- To identify other methods of increasing Standing instructions

- Segmentation of the postpaid base that is done on a 6 monthly rolling base

- Launch and compliance of projects like Ebill

- Identification of process gaps based on complaints received at call centre/shop

- Checking of SMS scripts and tele calling scripts used by various team in Credit and collections and CS

Developmental

- To provide coaching and support to sub-ordinate

TYPICAL OUTPUTS

1.Postpaid Revenue - as per target set

2.Churn - as per target set

3.Subscriber base - Postpaid - as per target set

4.Retention Activities

- Set up systems and processes and coordinate with various depts. To reduce churn

- Analysis of complaints at call centre to reduce same and hence reason for churn

- For all 5+ accounts to check retention offer prior to it being made

- Review processes to see if process improvements are required

5.Revenue Enhancement

- Products/activities to increase STD revenue to achieve targets

- Products/activities to increase ISD revenue to achieve targets

- Identification and enhancement of various other voice and VAS streams

6.Existing Subscriber Management

- Segmentation

- E-bill launch

- Call centre complain resolution

7.Citibank Co-branded card

- To determine process changes and complaint resolution

- To upgrade / alter the partnership based on mutual benefit

8.BCG Matrix

- To formulate a working model

- To automate the processes after a final run

9.MIS

PERSONAL SPECIFICATIONS

- Postgraduate MBA with 5-7 years experience

- Communication and presentation skills

- Prior experience in a customer intensive sector like retail, banking, hospitality

To apply for this position, please use the external Vodafone link

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