AGM - Retention And Churn

Vodafone Idea Limited; Maharashtra; On-site; INR 1,800,000 - 2,600,000; Full time

Job summary

Vodafone Idea Limited, a major telecom provider in India, seeks an AGM – Retention & Churn to lead and manage enterprise retention initiatives. The role focuses on reducing churn, aligning cross-functional teams, and driving service improvements to meet SLAs and customer expectations.

The position requires strong program management and experience with fixed line products, with a track record of delivering on time and within budget in a dynamic, customer-focused environment.

Qualifications

• Experience in retention and churn management within large enterprise/global accounts.
• Strong project management and cross-functional coordination skills.
• Proven ability to manage stakeholders and align product, commercial and account teams.
• Knowledge of fixed line products and services and enterprise customer handling.

Responsibilities

• Lead and drive continual service improvement initiatives across retention processes.
• Oversee churn reduction projects and enable retention tools with cross-functional teams.
• Collaborate with Product, Commercial and Account teams to align on churn strategies.
• Re-engineer processes and enable systems/tools to boost operational efficiency and customer experience.
• Ensure project delivery within defined scope, timeline and budget.

Skills

Retention & Churn

Project Management

Stakeholder Management

Fixed Line Products

Job description

Job Description:

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Were proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VILs goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Vodafone Idea Limited(formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Role

AGM – Retention & Churn

Job Level / Designation

M2 / AGM – Retention & Churn

Function / Department

Enterprise / Customer Service

Location

Mumbai

Job Purpose

Lead and manage projects from initiation to closure ensuring delivery within scope , timeline and budget.

Key Result Areas / Accountabilities

• Continual Service Improvement :

Deploy continual service improvement plans based on comparison with competition and against customer’s expectations, SLA performance, C-SAT scores, RNPS targets and customer feedbacks during service reviews.

• Retention and Churn control Management :

Should have worked on Fixed line churn control projects and enable the Service team on Retention tools by working with Product, Commercial and Account teams.

Understanding of industry practices on Churn propensity model.

• Communication skill / Stakeholder Mgmt

Should be effective in dealing with Cross-functional Teams, building Synergy to drive towards achieving organizational goal.

Co-ordination with various Business functions to get right alignment to achieve and exceed customer expectation.

• Process Improvement :

Re-engineering of the processes and enablement of system and tools to improve Operational efficiency and enhance Customer experience.

• Ensure Time & Budget based Task completions :

Lead and manage projects from initiation to closure ensuring delivery within scope , timeline and budget.

Core Competencies, Knowledge, Experience

Knowledge of Fixed Line products and services. Should have worked in similar role in managing Large Enterprise and Global customers.

Must have technical/ professional qualifications

Strong understanding of Fixed Line products and services. Should have worked in similar role in managing Large Enterprise and Global customers.

Managing multinational customers by working collaboratively with cross function teams.