GM-Retention, Digital and Experience
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.
Role |
National Lead – Retention, Digital & Experience - FLX |
Job Level/ Designation |
M3 - GM |
Function / Department |
Enterprise CS – Service Assurance |
Location |
Mumbai |
Job Purpose |
This position is responsible for leading and managing the experience initiatives of the FLX business of Vi Business which is a 2500 Cr portfolio compromising of National and Global Strategic Accounts, Government accounts and SME accounts with a projected growth rate of approx. 10% yearly. The role will be also responsible for leading retention initiatives across Business segments along with planning, projections and tracking success. The role will also lead the digital service agenda for FLX business along with championing the implementation of the service management model thru technology interactions. |
Key Result Areas/Accountabilities |
HE/SHE is responsible to deliver on National Business KPIs of VIBS Service Assurance through various measures directly or indirectly
Retention / Churn Management :
Digital
Customer Experience
Reporting & Budgeting
People Management
|
Core Competencies, Knowledge, Experience |
|
Must have technical / professional qualifications |
Post Graduate |
Years of Experience |
10-15 years |
Reporting |
DIRECT AGM – Retention Management and Churn control AGM – Regulatory and digital AGM – Customer technology Solution
|
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership