SM / AGM - Retentions & Relations Vodafone, Bangalore

 

Role : R&R Lead 

Reports to : CS Head

Function : CS

Depratment : Retentions & Relations

Band : G

Role Purpose: 

The position is responsible for the following 

- Management and reduction of Churn for the circle.

- Circle Acquisition Churn management & On boarding of Customers.

- Budgeting & Financial Planning for the Vertical.

- Revenue Churn Management.

- Prepaid  High ARPU base & Churn management

- Churn analysis, forecasting and strategy -planning and execution of activities to achieve targets.

- Revenue enhancement from Outbound

- Data revenue, customer management

Key Accountabilities :

To ensure customer retention & relationship, enhance revenue & net Adds

Circle Churn

- Postpaid Subscriber Churn < Budget (3%)

Revenue Churn

- Revenue Subscriber Churn < Budget (1.5%)

Optimize Cost of operation & effective resource utilization

- Financial Planning & Cost Optimization

- Measure & Monitor the R& R cost on Monthly Basis. R&R Cost < Budget

Predictive Retention

- Presented base churn (3 month average) to be 50% less than Threat Base churn

- Overall subscriber churn to have 5% impact on existing Subscriber churn

Pre paid High ARPU base Management

- Ring Fencing High ARPU P&G Base

- Churn Reduction by 25 % over last Financial year

Churn Analysis & Strategy

- Accuracy of prediction of Churn: > 95%

- Planning & execution of activities to achieve predicted targets: Regular monitoring of performance

- > 75% retention of the no.s projected as per plan

Team Development

- Ensure staff motivation through rewards & recognition program

- Identifying training & development needs, regular performance reviews.

- On-roll Team attrition % to be < Circle CS On-roll Attrition %

Professional Specifications

• MBA with a minimum of 8-10 years experience, 

• Experience in telecom and in retention

• Good Analytical Skills 

• Good communication and presentation skills

• Management skills (Team/Time/Agency etc.)

• Thorough understanding of the Post Paid Business Processes 

• In depth knowledge of Customer Service Processes  

• Knowledge of the Collection and Credit Management processes

Job Type

 : Full-time

Employment Type : Permanent

Closing Date

 : 08-Jan-17, 5:29:00 AM