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AGM - Digital Acquisition Assistance

Job Req ID:  11530
Location: 

Mumbai, IN

Function:  Marketing/Digital
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.

  • Role

    Digital Acquisition Assisted Orders SME

    Job Level/ Designation

    M2

    Function / Department

    Digital Acquisition/Digital

    Location

    Mumbai/Delhi/Gujarat

    Job Purpose

     

    • Digital Acquisition [referred as NEO]Assisted order SME help convert digital leads into orders
    • Neo process runs an assisted contact centre, the said SME will mansge the same
    • Manage day to day operations of contact centre
    • Setup processes, agent training, capacity management of contact center
    • Become a voice of customer and feedback customer VOC into rest of digital acquisition process in order to further improve online journeys
    • SME will be part of digital acquisition squad which will have team members managing online journey, orders, deliveries and activation – so effective collaboration is expected driving cross functional
    • Design thinking, host empathy, a familiarity with digital & basic sales / logistics  operations, is needed for effective functioning
    • Working on increasing the conversion of paid campaigns (e.g Facebook, Google, etc) and other campaigns like IVR, Whatsapp, Chatbot, etc
    • Ensuring training of manpower from time to time based on process/product/campaign to improve performance
    •  

    Key Result Areas/Accountabilities

    • Improving Lead to order (L2O) across various sources- Organic as well as paid is the main KRA
    • Driving Call Centre performance (L2O) and order quality
    • Improving the delivery & activation performance of logistics partners
    • Agent productivity in order KPIs: Post Paid Sales via digital lead generation, Cost per lead, order, activation, digital journey digital KPis – such conversions(traffic to order), bounce rate, time on page etc

     

    Core Competencies, Knowledge, Experience

    • Strong knowledge and understanding on digital lead funnel management , Ability to manage large teams and setup processes
    • Servant leader mind-set
    • Entrepreneurial drive and demonstrated ability to achieve stretch goals in an innovative and fast-paced environment
    • Good communication, MIS and MS-excel skills
    • Integrity and process oriented individual
    • Ability to work effectively with and lead cross functional teams

    Must have technical / professional qualifications

    • MBA (optional)
    • Minimum of 6 to 8yrs relevant experience essential in Online/Digital organization with ecomm / sevice delivery background
    • Understanding concept of Agile ways of working

    Years of Experience

    Min. 10 years experience

    Industries to look from

    FMCG, BFSI, Telco,

    Ideal Organizations to look from

    Large digital banks, ecomm companies, telco ,

    Direct reports

    None

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