Job Description

Role

Head of Retention & CVM, Mobility & IoT

Job Level/ Designation

M3/GM

Function / Department

Enterprise/Customer Service

Location

Mumbai

Job Purpose

To ensure retention of the Enterprise Mobility & IoT customer base through focused proactive and reactive measures for churn control. This includes ring-fencing of the base, driving process & product corrections, designing and ensuring implementation and execution of the retention strategy thereby ensuring benchmark levels of service across the customer life cycle for Enterprise customers. To increase the Revenue Market Share of the organisation by creating stickiness and distinct service differentiation that can support the organisation\'s vision and objectives

Key Result Areas/Accountabilities

Strategic * Define guidelines and budget for subscriber and value churn in the VIBS Mobility & IoT base.

• Responsible for competition benchmarking to empower the circle service teams with required tools for retention of customers
• Responsible for leading and support strategic CVM related initiatives
• To launch programmes and create interface between circles for Retention & Revenue enhancement
• Guide & motivate the circle teams to innovate and bring appropriate changes in processes depending on market realities and demands

Operational * Monitor & review compliance to the churn guidelines and targets, intervene proactively and act as an escalation point to ensure minimum breaches.

• Build a strong feedback mechanism through continuous engagement with circle service teams and customers - to review retention performance levels
• Responsible for working with cross functional teams like Sales, Marketing, CNC & Finance to drive churn reduction by sharing customer VOC, reviewing and enhancing the retention grid periodically.
• Increase revenue market share and manage end to end customer lifecycle through focused proactive & reactive measures/loyalty program to control voluntary, involuntary & value churn.
• Responsible for budgeting exercise, issuing guidelines and rolling-out national processes by identifying process improvements, redefining processes with map-gap analysis, best practice sharing and ensuring implementation across circles

Developmental * Keep high levels of team engagement during change management.

• Continuous training and certification on building capabilities, skills, competencies etc. with specific focus on new lines of business
• Create an environment of customer obsession within the team

Key performance indicators [max 3]: * Achievement of the VIBS churn target for sub churn and value churn

• Increase in Revenue Market Share
• Drive customer first agenda - RNPS & CSAT
• Process improvements / re-engineering to drive operational efficiencies & enhanced CX

Core Competencies, Knowledge, Experience * 10+ years of experience in managing customer retention, specifically enterprise customers

• Proven track record in meeting service levels and NPS targets in different situations.
• Prior experience in B2B or Telecom B2B & Ability to deliver in a dynamic, high- growth, high-uncertainty environment.

Must have technical / professional qualifications

Desired Competencies/ Skills * Powerful influencing/ negotiation skills, effective relationship management skills and proven ability to function within a matrix organization

• Strong analytical skills & ability to balance conflicting business & customer interests.
• Effective communication & decision making skills
• Experience in handling CS in a B2B environment

Educational Qualifications * University Degree in Business/ MBA along with technical qualifications, or equivalent qualification

• ITIL Certification on Foundation, Service Operations.

Vodafone Idea