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
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