AGM - CXX, Go To Market

Role

CXX GTM Lead - India 1 (5 Clusters) + National Corporate Functions (CS, Retail, Digital, Enterprise)

Job Level/ Designation

M2/AGM CXX – Go To Market

Function / Department

CXX /Corporate Marketing

Location

Mumbai

Job Purpose

• Deliver world class experiences and drive NPS leadership through  implementation of improvement plans  across 5 clusters & select corporate functions at National level - CS, Retail, Digital
• Proliferate & Embed CXX methodology & approach to Build CXX Mind-set & Customer Centricity across assigned Circles and National functions

Key Result Areas/Accountabilities

1. Achieve NPS leadership: Design, Lead & drive CXX GTM road map:
   • Work with Corporate FHs & VHs at National & across 5 Clusters to design the NPS actionable projects base on CAARE framework (unique & path breaking, leading to differentiation) using inputs from multiple Research studies, Big Data analytics on CXX Lead & Lag KPIs, competition bench marking (Telco & Non-telco) and Insights & VOCs from all touch points
   • Drive National Projects: Create CFTs with relevant functions around NPS improvement projects, Define key roles and responsibilities, deliverables, milestones, schedules, baseline measures, success factors, competitive benchmarks
   • Customer Experience Score Card:  Drive Functional Attribution of Experience through deep analysis of CXX Score cards at National & Circle level & Demonstrate the targeted CX and business success factors and their achievements
2. CXX NPS Governance at 5 Clusters to achieve timely targeted DB Business & CX benefits  –
   • Monthly NPS Council reviews within circle and with CXX Corporate teams
   • Ensure projects are delivered & achieved key deliverable as defined in Project Charter
   • Manage Project flow along its entire lifecycle, Solution-orientation on roadblocks, escalations
   • Monthly Efficacy check & top up the plan for incremental benefits
   • Review CXX integrated customer experience view in Circle Operation Review (COR) with OD & Business Head to ensure findings & action plan sufficient to achieve NPS target
   • Identify the best practices from circles for national replication
3. Lead & Drive National CXX War Rooms across functions to identify High impact Decision points to achieve incremental Business benefits:
   • Design, Present & Agree the key business decision points around CJM stages - usage, behaviour, positive and negative outcomes using all data-sets available from cross-sourced systems, & Social analysis
   • Post decision agreement and leadership buy-in, alignment of deployment teams for an effective launch.
   • Design and Provide daily/weekly/monthly standard and ad hoc reports using BI and TNPS info
   • Ensure timely closure of key actions identified in war room by cross functional connect

Core Competencies, Knowledge, Experience

• Business acumen, analytics, technical acumen
• Strong Networking and Interpersonal skill, Self-starter, communication skill, Go-getter, Passionate and can take accountability and drive independently, Ability to influence senior leadership across corporate office and at circles, also possess program management skills
• Critical thinking and Problem solving skill
• Understanding of Consumer KPIs, metrics (NPS, TNPS, CES), measurement practices & research analytics
•  5+ years of experience

Must have technical / professional qualifications

NA