DGM-Cluster Retention and Cus Value

Role title: Cluster Head – Retention & Customer Value management Lead

Function: Customer Service

Band: M2

Department: Enterprise

Reports to: Cluster Head – Customer Service, VIBS

Dotted reports to: National Head – Customer Service – Mobility & IoT, VIBS

Location:  Cluster (Mum, Del & Kar)

Role purpose:

To ensure retention of enterprise mobility & IoT customers in a specific cluster through focused proactive and reactive measures for churn control. This includes ring-fencing of the base, driving process & product corrections, designing and ensuring implementation of the retention strategy thereby ensuring benchmark levels of service across the customer life cycle for enterprise customers, increasing the revenue market share through service led campaigns & programs thereby creating stickiness and distinct service differentiation that can support the organisation’s vision and objectives

Key accountabilities and decision ownership

[max 5]:

Strategic

• Align to guidelines and budget for subscriber and value churn for mobility & IoT
• Responsible for competition benchmarking and empower cluster teams with required tools for retention of customers
• Responsible for leading and support strategic CVM related initiatives
• Guide and motivate the cluster service teams to innovate and bring appropriate changes in processes depending on market realities and demands

Operational

• Monitor and review compliance to churn guidelines and targets, intervene proactively and act as an escalation point for cluster teams to ensure minimum breaches.
• Build a strong feedback mechanism through continuous engagement with cluster service teams and customers – to review retention performance levels

• Responsible for working with cross functional teams like Sales, Marketing, CNC & Finance to drive churn reduction by sharing customer VOC, reviewing and enhancing the retention grid periodically.
• Increase revenue market share & manage end to end customer lifecycle through focused proactive & reactive measures/campaigns/ loyalty program to control voluntary, involuntary & value churn.
• Responsible to meet desired budgets, adherence to national processes, identifying process improvements, redefining processes with map-gap analysis, best practice sharing and ensuring implementation across clusters

Developmental

• Keep high levels of team engagement during change management.
• Continuous training and certification on building capabilities, skills, competencies etc.  with specific focus on new lines of business
• Create an environment of customer obsession within the team

Core competencies, knowledge and experience [max 5]:

• 10 to 12+ years of experience in managing customer retention, specifically enterprise customers
• Past experience in campaign management leading to revenue enhancement
• Proven track record in meeting service levels and NPS targets in different situations.
• Prior experience in B2B or Telecom B2B
• Ability to deliver in a dynamic, high- growth, high-uncertainty environment.

Must have technical / professional qualifications:

Desired Competencies/ Skills

• Powerful influencing/ negotiation skills, effective relationship management skills
• Proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.

• Effective communication skills & decision making ability
• Experience in handling CS in a B2B environment

Educational Qualifications

• University Degree in Business/ MBA along with technical qualifications, or equivalent qualification
• ITIL Certification on Foundation, Service Operations.

Budget owned:

Key performance indicators [max 3]:

1. Achievement of the VIBS churn target for sub churn and value churn
2. Increase in Revenue Market Share through upselling / cross selling initiatives
3. Drive customer first agenda - RNPS & CSAT
4. Process improvements / re-engineering to drive operational efficiencies & enhanced CX

Direct reports: cluster structure

• N.A.

Dotted reports:

• N.A.