Job Details

Job Title Lead – High Value Experience

Designation Lead

Job Code

Function B2C CE

Sub-Function CE

Location Circle

Level/Grade Senior Manager

Position Description

The purpose of this role is to manage the development and implementation of strategies to enhance the overall customer experience for the broadband and postpaid market segment. The role is required to drive customer satisfaction and loyalty through personalized solutions and premium service delivery.

Organizational Relationship

Reporting To Circle CE Head

Total number of employees supervised by you DIRECTLY or INDIRECTLY

Managerial Individual Contributors

Directly - 1

Indirectly - -

Key Responsibilities & Accountabilities

High Value Strategy Development

Improve high value customer experience by driving digital penetration and sharing regular feedback on digital enhancement.

Proactively improve the processes which can be driven from circles like network tracks for field and non-field, D2C, Circle Marketing etc.

Identify various key touch points and drive call listening and focussed group discussions at these touch points.

Interaction Reduction

Reduce customer interactions by ensuring a seamless customer experience. Customer experience to be reduced by 30%.

Reduce interactions with customers having repeat issues by conducting a weekly repeat analysis and sharing an action plan which will prevent such issues from occurring again. There must be a 25% reduction in repeat customer interaction.

Churn Reduction

Ensure customer churn reduction. The customer churn must be less than 1%.

Proactively measures must be developed to ensure minimal customer churn especially among the Airtel black (Broadband, mobile and DTH) customers.

Cross Functional Collaboration

Collaborate with cross functional teams to close on issues and develop solutions.

People Management

Monitor and review performance of team members on an ongoing basis and provides requisite inputs to groom team members for higher responsibilities.

Provide developmental support to team members through various trainings that caters to the organizational need.

Knowledge, Certifications and Experience

Education Qualification Graduate/Post-graduate (M.B.A)

Total Experience 8 - 10 years with relevant experience in telecommunication industry

Certifications required (if any)

Key Interactions

Internal / External Stakeholders

(Internal means – External to the department and internal to the organization; External means – External to the organization)

Internal Cross Functional Teams

External Postpaid and Broadband Airtel Customers

Skills and Competencies

Technical Competencies Proficiency in Service Provisioning

Understanding of Telecom Trends and Technologies

Strong Analytical Skill

Stakeholder Management

Leadership and Behavioral Competencies

Customer Obsession

Collaboration and Influence

Ownership Mindset

Learning Agility

Navigating Change

Leaders Building Leaders

Execution Excellence

Lead - High Value Experience