AGM - Priority Base Management

Job Req ID: 46436

Location:

Chennai, IN

Function: Other

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	AGM Priority Base Management
Job Level/ Designation	M2
Function / Department	Customer Service/Retention and Collection
Reports to	Retention and Collection Head (M3)
Location	Chennai
Job Purpose	The premium base comprises of high ARPU, socially influential and high tenure customers and priority segment customers like High Arpu and AON, Senior Citizens. HNI are high net worth Individuals who are socially prominent, Brand influencers, CXO level Top executives, , Sports, Media Personalities & Politicians. . It is therefore very important to give an exceptional service experience to this set of customers. These customers are socially prominent and drive perception on the multiple Social Media Platform. A Premium Vodafone Idea customer will enjoy a Relationship Manager’s (RM’s) support during his tenure with us. During this period the allocated Relationship Manager (RM) will be responsible to cater to all account related activities 24*7.
Key Result Areas/Accountabilities	Priority Base Management: Consistent growth in post-paid base with adoption of post-paid value propositions (like Family, CYB, OTT, PDD, Auto Pay). - Induce usage & Increase adoption to Vi App, Telco++, VoLTE/ VoWIFI/eSIM & other Vi Assets. Implement various Customer Centricity programs to impact & influence Customer Retention and Delight Ensuring Exceptional Customer service for the premium base and Ensure 24 * 7 availability for the assigned base. Deliver Business KPIs including churn and retention targets, PDD, collection and BD, Revenue enhancement, plan upgrades etc. Drive retention for Priority @ Stores/VMS in sync with cluster/ Priority targets. Cross functional collaboration to improve NNW TNPS score and reduction of complaints Outreach programs & Customer Connect
Core- Competencies, Knowledge, Experience	Understanding or work experience of customer life cycle, Regulatory norms & compliance Inter Personal & problem-solving skills Analytical Skills
Must have technical / professional qualifications	Graduate/Post Graduate with 2-5 years of experience in customer service Communications Skills MS office & Presentation skills

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