AGM - Cluster Retention & CVM Lead

Role

AGM - Cluster Retention & CVM Lead

Job Level/ Designation

M2

Function / Department

Enterprise, Customer Service

Location

Mumbai

Job Purpose

Churn Management & Revenue Enhancement

Key Result Areas/Accountabilities

(1) Churn management: Ensure customer retention through focused proactive and reactive measures for assigned accounts across segments. Reduce Churn % to base

(2) Revenue Enhancement: To drive revenue enhancement & up-sell/cross-sell programs

(3)To launch innovative process improvements thereby reducing cost & improving process efficiencies

(4) Build CXX journeys that drive RNPS

(5) Ensure operational governance by;

1. Improving operational efficacy of churn processes

2. Document validation process

3. Optimum use of retention tools

4. Reduction in UPC & retention leakage

Core Competencies, Knowledge, Experience

5-7yrs of experience

Must have technical / professional qualifications

Experience in data analytics or based retention experience