Wi-Fi Lead - Churn Management

We are looking for a curious, consumer-first person to drive the churn agenda for Airtel Wi-Fi across Fiber, FWA and FMC. The role will own the customer lifecycle, retention, and revenue agenda, with a sharp focus on asking the right questions, deep diving into journeys and data, and turning insights into action.

Key Responsibilities & Skills

1. Design Thinking & Innovation: Apply design thinking, innovation and out-of-the-box thinking to solve customer and business problems leading to impact.
2. Consumer Insights: Identify churn triggers through customer behaviour, VOC, journey insights, and data, consumer immersions, on field fleet FGD's, market visits and translate them into actionable interventions backed by data.
3. Churn & Retention: Own the churn and retention strategy across the customer lifecycle.
4. Proposition & Cross-sell: Build innovative offers, propositions, bundles, and personalized cross-sell/upsell journeys.
5. Revenue & P&L: Drive ARPA, revenue and customer lifetime value while maintaining business health.
6. Analytics: Leverage data, propensity and segmentation to identify opportunities, track outcomes and continuously optimize
7. Partnership & Collaboration: Work closely with Product, Analytics, CE, Channels, Network, Engineering and Growth teams to design and execute solutions.
8. Automation & Scale: Identify opportunities to automate and scale successful retention interventions and journeys.