Vodafone - Deputy Manager - Customer Retentions

Kindly Note:

1) Maximum Salary bracket for this profile is upto Rs.10 LPA. Plz apply accordingly.

2) Female Candidates preferred.

Deatiled JD for the profile is as below:

Role Purpose:

- Managing customer relationships and retention activities for both consumers and SMEs in a zone and the associated branch

- Achieve CSAT targets for SMEs

Essence of Role - Key Accountabilities:

- Deliver maximum customer retention (churn targets) by controlling suspensions (reactive retention)

- Achieve target retention for high-end customers by managing customer relationships through the entire customer lifecycle (predictive retention)

- Conduct various customer engagement activities to resolve any issues

- Deliver CSAT targets for SME

- Achieve savings on budgeted retention (eg. FOS) and relationship (customer interaction events) activities

- Setting targets to the team members

- Manage activities of the Field service manager (FSM) for SME clients in the zone

- Coaching, mentoring and retention of on-roll and off-roll team members

Typical Outputs

- Achievement of key targets including customer and revenue churn, and specific churn targets (High ARPU churn / segment churn) and CSAT score for SME

- Development and retention of team members

Key Skills/Experience:

- Graduate

Business & process understanding

Leadership & people management skills