Job Description

Posted on August 9, 2022

Job Purpose:
To develop and lead customer lifecycle engagements across different touch points in order to improve customer satisfaction, loyalty and minimizing Churn.
Core Responsibilities:
Increase Customer Satisfaction

Develop and manage customer lifecycle framework.
Monitor, analyze and minimize customer top complains and pain points through executable activities.

Minimize Churn & Maximize Win-backs

Understand key churn drivers and develop and execute action plans to minimize churn.
Maximize win-backs and reconnections through different Above the Line and Below the Line activities.

Increase Customer Value

Propose and implement different Contract lifecycle management activities that intend to increase Average Revenue Per Unit.
Target different behavioral segments with suitable Below the Line campaigns with coordination with other functions.

 
People Management

Develop clear succession plan and staff development in partnership with HR
Manage all internal and external stakeholders relevant for the execution of your duties.

Educational Qualification and Functional/Technical Skills:

Master’s in Business Administration/Marketing/Commerce

Relevant Experience:

8-10 years of work experience with 3 years of relevant experience in Telecom.
Of these years, 2-3 years should be in implementing successful Contract lifecycle management activities and managing customer cycle framework.
A minimum of 3 years in Management role.
Sound understanding of generic Telco customer facing applications
Extensive knowledge of telecom workflows to ensure effective integration on different product and system platforms
Understanding and experience in systems integration

Other Requirements:

Delighting the customers
Entrepreneurial & Business acumen
Innovation
Strong technical aptitude & IT savvy
Strong communication skills
Good interpersonal skills
Teamwork & Collaboration with stakeholder
Project Management Skills
Inductive Reasoning & Fluency of Ideas
Highly Result Oriented believes in teamwork
Customer centric approach
Strong analytical skills able to draw conclusions from data, management information and trends

Airtel is an Equal Opportunity Employer and is non-discriminatory on the basis of race, gender, sexual orientation, disability, ethnic grouping.
Please note that due to the high volume of applications received, only shortlisted candidates will be contacted.

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Submit your CV and Application on Company Website : Click Here

Closing Date : 25th May, 2022.

Application email or URL: https://www.linkedin.com/jobs/view/3077063858/?alternateChannel=search&refId=ASzCRh5Zdq%2Fif4hXXbSx0w%3D%3D&trackingId=6kSVEXXGEsPsviRro%2B%2F9CQ%3D%3D&trk=d_flagship3_search_srp_jobs

Skills: