Lead/GM - Churn & Campaign Management - Telecom

Lead - Churn & Campaign Management-GM

Reporting to : Head, CSD Business

The position is responsible for managing customer churn/retention and driving execution of all marketing support activities through customer service touch-points (incl. campaign management (incl. up-sell/cross-sell), retention activities, etc.)

Key Responsibilities :

- Create the retention strategy for all customer segments at multiple touch points

- Designing the U&R strategy

- Designing the execution therapy for U&R activities - product wise and channel wise, customer segment wise

- Create plans to meet the retention targets, review and monitor desired targets

- Manage both value churn and volume churn for the organisation

- Design and create appropriate retention tools for multiple Customer Service channels

- Support the marketing team in creating the upsell/cross sell products

- Design delivery strategy for Customer Service

- Ensure delivery of all marketing campaigns using multiple Customer Service channels.

- Standardizing U&R strategy across the circles

- Design the linkage Process with marketing and product line from the retention perspective - customer service view point.

- Devising strategic action plan for increasing Revenue earning subscribers month on month.

- Coordinate with the marketing team for designing and planning of U&R activities / campaigns / churn management

- Provide update to the Products & Business Lines regarding delivery on business requirements for retention and churn management

- Lead the strategic planning for execution of campaign and U&R activities through the assisted care team.

People Management :

- Leadership

- Leads by example in living the values of the organisation

- Ensures the cluster is fully equipped to handle the work load and distribute work flow

- Coaches to ensure a full understanding of consequences of errors

- Creates an environment that fosters team work and co-operation amongst team members

- Creates awareness of company's strategic objectives and their alignment to the cluster and company objectives

- Communicates effectively, building and maintaining relationships

- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

- Retention & Development

- Develops and empowers people, recognizing and rewarding value-added performance

- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

- Monitors implementation of training needs as per individual development plans

- Performance Management

- Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Key Result Area :

- Value churn by segments

- Volume churn by segments

- Upsell/cross sell revenue

- Retention costs

Educational Qualifications : Post Graduate, MBA preferred

- Years of Experience (minimum & maximum) 12-18 years

- Candidates from Telecom/ Banking (Credit Card) industry preferred.

Knowledge & Skills (Indicate which criteria are mandatory) :

- More than 12 years post qualification general management experience

- Minimum 4 years experience in the telecom industry in the CSD function, preferably as a leader in Churn Management from Telecom/ Banking (Credit Card) industry

- Prior experience of having independently led a function for at least 3 years at the corporate level