AGM - Communication Design Specialist
Mumbai, IN
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.
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Role |
Communication Design Specialist |
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Job Level/ Designation |
M2 / Assistant General Manager |
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Function / Department |
Marketing / CXX |
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Location |
Corporate Office, Mumbai |
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Job Purpose |
Design world class consumer experiences through transformation in customer communication and policy frameworks. Drive Brand differentiation & positivity using communication as key across all offline, online & social channels. |
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Key Result Areas/Accountabilities |
a. Design New and re-create existing customer communication: Analyse all current communication going out across channels, systems and modes. Evaluate communication on context, simplicity, tonality, call to action and push to Digital. Design communication scripts across systems – managing scripts across different promotional & service scenarios. Identify break points and opportunities to delight through new contextual communication. Design new scripts for deployment at scale after a comprehensive problem solving approach and align for legal, regulatory and brand approvals. Own end to end customer communication across prepaid, postpaid, devices, content, roaming, vas, servicing channels and CnC, covering entire consumer base of VIL.
b. Innovative brand positivity-focussed communication for creating significant competitive edge: Evaluate and Identify opportunities to enhance communication positivity across online & offline channels. Analyse customer VOC & centric KPIs to assess & improve. Drive governance to ensure communication continues to be up-to-date & using latest customer hooks.
c. Enhanced customer engagement, increased revenue & recharge tertiary through Intelligence in communication: Identify key segments presenting opportunities for greater promotion engagement. Design alternative scripts – reimagining tonality, benefits communication including laddering and other communication principles. Pilot this communication to estimate impact. Rollout new communication at scale across the organization.
d. Own customer Communication Guidelines & Policy for the entire VIL subscriber base: Develop policies relating to communication frequencies across journeys, channels, base & communication languages in every circle, sender ID guidelines, contact timings & guidelines and governance mechanism. Drive stakeholder alignment and subsequent implementation across entire VIL subscriber base. Evaluate and track customer feedback to design improvements.
e. Decision enablement and stakeholder management: Create business case backed by analytics as well as strategic inputs for key decisions. Post decision and leadership buy-in, alignment of deployment teams for an effective launch. |
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Core Competencies, Knowledge, Experience |
a. Critical thinking, analytical, problem solving, business acumen, customer centricity b. Scripts design expertise, creative, content creation, language & tonality expertise – across online & offline channels c. Ability to influence senior leadership across corporate office and at circles |
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Must have technical / professional qualifications |
a. Advanced knowledge of communication principles, driving brand perception & CTA adoption b. Technological / digital expertise in evaluating communication tools c. BE, MBA from premier Business school + 10-12 years experience |
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership