Vodafone - DM/Manager - Zonal Customer Service Lead - Customer Operations

Zonal Customer service lead (DM/Manager - Customer Operations)

For Foreign Passport Holders/Foreign National your candidature will be subject to fulfillment of India Work Permit regulations and Visa requirements

Location : Gwalior

Role Purpose :

- Managing customer relationships and retention activities for both consumers and SMEs in a zone and the associated branch

- Achieve CSAT targets for SMEs

Essence of Role - Key Accountabilities (% of time) :

Retention & Relations :

- Deliver maximum customer retention (churn targets) by controlling suspensions (reactive retention)

- Achieve target retention for high-end customers by managing customer relationships through the entire customer lifecycle (predictive retention)

- Conduct various customer engagement activities to resolve any issues

- Deliver CSAT targets for SME

85%

Budgetary control :

- Achieve savings on budgeted retention (eg. FOS) and relationship (customer interaction events) activities

People :

- Setting targets to the team members

- Manage activities of the Field service manager (FSM) for SME clients in the zone

- Coaching, mentoring and retention of on-roll and off-roll team members

15%

Typical Outputs :

- Achievement of key targets including customer and revenue churn, and specific churn targets (High ARPU churn / segment churn) and CSAT score for SME

- Development and retention of team members

- MBA Marketing with 4 - 6 years experience

- Business & process understanding

- Leadership & people management skill

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