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AGM - Cluster Retention and CVM Lead

Job Req ID:  47078
Location: 

Ahmedabad, IN

Function:  VIBS
About: 

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Cluster Retention & CVM

Job Level/ Designation

M2/ AGM

Function / Department

Enterprise/Customer Service

Location

Ahmedabad

Job Purpose

The Lead – Cluster Retention & CVM is a key strategic role focused on driving customer retention, revenue growth, and customer value enhancement across the cluster. This role combines strong business analytics with customer lifecycle management to proactively reduce churn, identify upsell/cross-sell opportunities, and build data-backed customer engagement plans.

This role supports the Mobility and IoT product lines and serves key enterprise customer segments, including Strategic Accounts, Government, and SMEs.

Key Result Areas/Accountabilities

1. Retention Strategy & Execution:

  • Design and implement cluster-specific retention strategies based on usage patterns, churn analytics, and customer behavior.
  • Work closely with Service Managers to identify at-risk accounts and execute proactive retention interventions.
  • Drive targeted retention campaigns in collaboration with national retention teams and segment owners.

2. CVM & Revenue Growth:

  • Identify and execute opportunities for upselling and cross-selling within existing accounts.
  • Leverage data analytics to design personalized offers and value-driven communication.
  • Monitor ARPU, usage trends, and lifecycle indicators to enhance customer value.

3. Churn Management:

  • Own churn analysis for the cluster across Mobility and IoT.
  • Define key churn metrics, develop dashboards, and report trends with actionable insights.
  • Ensure root cause identification and resolution of service-related churn through coordination with operations and customer service teams.

4. Business Analytics & Reporting:

  • Create and manage detailed retention, CVM, and churn dashboards for internal stakeholders.
  • Deliver regular performance updates to Cluster Service Head and National Retention Head.
  • Use data-driven insights to influence service strategy and customer engagement models.

5. Stakeholder & Team Collaboration:

  • Partner closely with service managers, sales teams, marketing, product, and analytics teams.
  • Enable front-line service teams with customer insights, churn indicators, and playbooks.
  • Support training, enablement, and communication strategies for retention initiatives.

Core Competencies, Knowledge, Experience
  • Customer Lifecycle Management
  • Churn Analytics & Retention Strategy
  • CVM Campaign Planning & Execution
  • Data-Driven Decision Making
  • Stakeholder Management & Collaboration
  • Strong Analytical and Communication Skills

Must have technical / professional qualifications
  • 7+ years of experience in Enterprise Retention, CVM, Business Analytics, or Customer Lifecycle Management
  • Strong understanding of enterprise telecom products (Mobility, IoT) and customer segments
  • Proven ability to drive retention initiatives and influence revenue metrics
  • Bachelor's degree required; MBA or advanced analytics certification preferred

 

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

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