Vodafone Idea - AGM - Digital Acquisition Assistance

AGM - Digital Acquisition Assistance

Description:-

Role : Digital Acquisition Assisted Orders SME

Job Level/ Designation : M2

Function / Department : Digital Acquisition/Digital

Location : Mumbai/Delhi/Gujarat

Job Purpose :

- Digital Acquisition [referred as NEO]Assisted order SME help convert digital leads into orders

- Neo process runs an assisted contact centre, the said SME will mansge the same

- Manage day to day operations of contact centre

- Setup processes, agent training, capacity management of contact center

- Become a voice of customer and feedback customer VOC into rest of digital acquisition process in order to further improve online journeys

- SME will be part of digital acquisition squad which will have team members managing online journey, orders, deliveries and activation - so effective collaboration is expected driving cross functional

- Design thinking, host empathy, a familiarity with digital & basic sales / logistics - operations, is needed for effective functioning

- Working on increasing the conversion of paid campaigns (e.g Facebook, Google, etc) and other campaigns like IVR, Whatsapp, Chatbot, etc

- Ensuring training of manpower from time to time based on process/product/campaign to improve performance

Key Result Areas/Accountabilities :

- Improving Lead to order (L2O) across various sources- Organic as well as paid is the main KRA

- Driving Call Centre performance (L2O) and order quality

- Improving the delivery & activation performance of logistics partners

- Agent productivity in order KPIs: Post Paid Sales via digital lead generation, Cost per lead, order, activation, digital journey digital KPis - such conversions(traffic to order), bounce rate, time on page etc

Core Competencies, Knowledge, Experience :

- Strong knowledge and understanding on digital lead funnel management , Ability to manage large teams and setup processes

- Servant leader mind-set

- Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment

- Good communication, MIS and MS-excel skills

- Integrity and process oriented individual

- Ability to work effectively with and lead cross functional teams

Must have technical / professional qualifications :

- MBA (optional)

- Minimum of 6 to 8yrs relevant experience essential in Online/Digital organization with ecomm / sevice delivery background

- Understanding concept of Agile ways of working

Years of Experience : Min. 10 years experience

Industries to look from FMCG, BFSI, Telco,

Ideal Organizations to look from Large digital banks, ecomm companies, telco ,

Direct reports : None

Job Type - Salaried Employee

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