Bharti Airtel Limited is a leading global telecommunications company with operations in 20 countries across Asia and Africa. With headquarters in New Delhi, India, the company ranks amongst the top 5 mobile service providers globally in terms of subscribers. In India, the company’s product offerings include 2G,3G and 4G services, fixed line, high speed broadband through DSL,IPTV, DTH, enterprise services including national & international long distance services to carriers. In the rest of the geographies, it offers 2G, 3G mobile services. Bharti Airtel had over 264 million customers across its operations at the end of July 2012.
Job Description
To develop and lead customer lifecycle engagements across different touch points, to improve customer satisfaction, loyalty and minimizing Churn of HBB
Responsibilities
Increase Customer Satisfaction:
Customer Experience Strategy: Develop and execute a comprehensive customer experience strategy for HBB customers, aligning with business objectives and customer needs.
Develop and manage customer lifecycle framework (Home broadband)
Monitor, analyze and minimize customer top complaints and pain points through executable activities.
Voice of customer surveys
Prepare scripts and best answers to our customer touch points.
Streamline and align the CX activities between marketing & other departments.
Offer validation
Manage the execution of NPS quarterly, propose and implement proper activities to improve NPS
Maximize win-backs:
Onboarding and Lifecycle Management: Design and implement effective onboarding processes, ensuring seamless customer transitions and setting the foundation for long-term loyalty.
Manage the customer lifecycle, identifying opportunities to upsell, cross-sell, and retain customers.
Win-Back and Reconnection: Design and implement win-back campaigns to re-engage inactive customers and recover revenue. Develop strategies to reconnect with customers who have churned.
Acquisition Decay Management: Analyze customer acquisition trends, identifying areas of decay and opportunities for improvement. Collaborate with acquisition teams to optimize customer acquisition processes and reduce decay rates
Existing Base Decay reduction through tele calling dormant customers
Acquisition Decay reduction through kindergarten programs
Maintain a record of successful win back conversions
Create an incentive program for win backs productivity
Increase customer Value:
Customer Insights and Feedback: Gather and analyze customer feedback, leveraging insights to inform customer experience improvements and drive business growth.
Conduct Market Intelligence
Digital channels Menu Enhancement i.e. IVR, USSD, MAA, Web for Home broadband products for easy discovery.
Conduct Competitor analysis on Omni channel recharge and purchase transactions
People Management:
Drive employee engagement for the team
Manage the performance of the team to increase productivity
Manage all internal and external stakeholders relevant for the execution of your duties,
Dimensions
Financial Dimensions:
NPS
Win-backs
Re-connections
Existing Base Decay Management
Acquisition Decay Management
Other Dimensions:
No. of direct reports – 3
Qualifications
Educational Qualifications:
Bachelor’s Degree in Marketing / Commerce / Marketing or related Degree
Master’s in business administration/marketing/commerce is an added advantage
Relevant Experience & Functional / Technical Skills:
Minimum of 7 years of work experience with ~ 3years of relevant experience in Telecom.
Of these years 2-3 years should be in Implementing successful CLM activities and managing customer cycle framework.
A minimum of 3 years in Management role.
Understanding of population demographics
Sound understanding of generic Telco customer facing applications
Extensive knowledge of telecom workflows to ensure effective integration on different product & system platforms
Understanding and experience in systems integration
Other requirements:
Delighting the customers
Entrepreneurial & Business acumen
Innovation
Strong technical aptitude & IT savvy
Strong communication skills
Good interpersonal skills
Teamwork & Collaboration with stakeholder
Project Management Skills
Inductive Reasoning & Fluency of Ideas
Highly Result Oriented believes in teamwork
Customer Centric approach
Strong analytical skills able to draw conclusions from data, management information and trends
Proven Customer experience strategy development and execution.
Excellent analytical, problem-solving, and communication skills
Strong stakeholder management and collaboration skills
Experience with customer feedback analysis and insight generation
Proficient in CRM software and data analysis tools.
