Vodafone - Senior Manager - Retail Service

- Implement the circle retail service strategy for Store VMS, ADVMS through improvement in customer experience

- Work on process corrections basis VOC,TNPS

- Work with HR for right sized manpower across all touch points to build experience

- Partner with HR for timely hiring of associates and manage capacity utilization

- Be custodian of customer journey to drive better experience

- Manage associate attrition

- Drive customer engagement programs at stores

- Work closely with CS towards bettering customer service KPIs

- Develop innovative mechanisms to capture the customer experience at the store and develop strategies based on MIS reports to improve the experience

- Work towards extending customer facing issues and support to the zones to resolve proactively

- Custodian of all audit frameworks and compliances pertaining to Stores

Strategic - Provide inputs to the overall circle retail service strategy to drive profitability of the channel and improve customer experience

- Develop service expansion strategy by evaluating retail channel coverage and penetration

- Develop partners engagement strategy with the zone retail leads

- Develop strategies to improve customer walk-ins and customer satisfaction at retail outlets

- Develop innovative mechanisms to capture the customer experience at the retail outlets

Operational - Achieve customer satisfaction targets through VS, VMS, ADVMS

- Maintain high quality of service operations in VS, VMS & ADVMS as determined by quality audits

- Coordinate with the circle CS team in taking actions based on audits and developing incremental content for training programs for retail

- Provide inputs on partnership models for various service parameters across zones and branches

- Handle escalation of any service related issues through VS, VMS or ADVMS with the circle CS team

- Coordinate with zonal retail teams in conducting retail partner engagement activities for implementing the retail service strategy

- Develop strategies based on MIS reports to improve the experience

- Receive timely feedback and inputs from Zonal Retail Leads

Developments - Identification of development areas, and recommending the training programs / interventions

- Best practice sharing - within the circle and other circles