Consumer Insights & Research Mgr - Telecom

JOB PURPOSE

To generate overall insights around consumer behavior, preference, competitive benchmarking, business growth opportunities etc. obtained by:

- External researches / surveys / audits conducted through professional research agencies

- Data analytics - by building, enhancing and leveraging the capabilities of one of the largest implementation of the BI / Data Warehousing

2. PRINCIPAL ACCOUNTABILITIES :

Accountabilities

Key Performance Indicators

Effective Implementation of CS Research Programs

- Consumer Behavior Study

- Retailer Satisfaction Study

- Transactional Audits @ Touch Points

- Net Promoter Score

- Customer satisfaction Score

- Program execution as per agreed schedule

Vendor Management

- Contract Finalization,

- Invoice management

- Reward and Penalty reviews,

- Contractual obligation assessment,

- Training and calibration

- Contract finalization within timelines

- % Invoice processed within timelines

- % Calibration Variance

- Assessment as per schedule

Data Management & Reporting

- Data extraction & warehousing

- Analytics

- Report Cascade

- Sampling Randomness & Accuracy

- Timely Reporting

3. INTERACTIONS

Internal Interaction

Internal role this position would need to interact with to enable success in day to day work

1. IT

1. Cross Vertical Teams in CS Corporate

2. Regional/ Circle CS Teams

External Interactions – (Outside the Organization)

External role this position would need to interact with to enable success in day to day work

1. Vendor

2. Auditors

3. SKILLS & KNOWLEDGE

Educational Qualifications, Relevant Experience & Relevant Industry Experience

- Graduate

- With around 6-9 years of experience, with at least 2 years in telecom sector

Technical and Behavioral Skills

- Analytical skills, Project management, Cross functional integration and support, Communication Skills, Presentation Skills, Excellent knowledge of MS Excel, access and powerpoint