AGM- HNI VIP Management

Job Req ID: 44278

Location:

New Delhi, IN

Function: Other

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	Priority Base Management
Job Level/ Designation	M2
Function / Department	Customer Service
Location	Indore
Job Purpose	Customer Relationship Management for HNI & HVC base for Circle. Manage various customer interfacing processes like- On-Boarding, Billing collections, Proactive retention management, Churn control & bad debts for the assigned base. Manage churn, Collections, & bad debts with in budgeted levels and achieve customer satisfaction. Responsible to provide effective support to Zones for HNI and HVC base.
Key Result Areas/Accountabilities	Customer Retention- Overall churn & Mobility Churn, Revenue Churn Customer Experience- Drive customer experience through all touch points for assigned base. Customer Delight- Deliver Stickiness via Wow moments Drive Retention campaigns with OBCC partners. Key performance indication Overall HVC/HNI base & revenue churn as per targets Reduction in customer complaints and In-vol churn by % QoQ Ring fencing of customers to prevent MNP of these customers to competition. Increase TNPS promoters among HNI & VIPs Enhancing Non Telco adoption Increasing % of digital Payment. Organise cost effective events to touch the allocated base customer individually and in Groups to deliver wow moments.
Core Competencies, Knowledge, Experience	6-8 years of experience in customer service and relationship management. Strong knowledge of mobility products and processes. Operation excellence & team player Distinctive problem solving, strategic and relationship building capabilities.
Must have technical / professional qualifications	Desired : MBA Needed: Customer servicing experience.

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