Lead - Retention & Churn Management

JOB DESCRIPTION

Born in 1995, Airtel aims to offer global connectivity and unlock endless opportunities. Our presence is positioned to serve nearly 96% of the nation's population with infrastructure to sustain cutting-edge technologies such as 5G, IoT, IQ, and Airtel Black. At Airtel, we strive to go beyond our duties to create impactful solutions for consumers, while also preserving the ecological balance.

We create impact, take early ownership, and experiment with different career paths as part of our cultural fabric. Here’s what you will get to experience as an Airtel employee:

Limitless Impact:

You get to make a difference to internal and external customers by taking small and big ideas to success and therefore leaving footprints at the scale of billions. And beyond. Limitless Ownership:

You get to go above and beyond to take responsibility, challenge the norms and take risks to create big things in more ways than one. Limitless Careers:

You have the freedom to imagine, and an open canvas available to you to experiment and implement new ideas to gain depth and breadth of experiences.

So come join us, and #BeLimitless. Because you are.

Job Details

Job Title Lead Retention and Churn – Manager

Designation Manager

Job Code

Function CE

Sub-Function CE

Location Airtel Centre

Level/Grade Senior Executive / Assistant Manager

Position Description

The purpose of this role is to be the custodian of customer service experience and to deliver and own CSD KPI’s for the zone in line with AOP and to implement and drive collaborative initiatives across departments on customer service at a zonal level to significantly enhance business performance.

Organizational Relationship

Reporting To Retention and Churn DGM

Total number of employees supervised by you DIRECTLY or INDIRECTLY

Managerial Individual Contributors

Directly – –

Indirectly – –

Key Responsibilities & Accountabilities

Customer Experience Enhancement

Lead and create processes for churn management and retention for Data Enterprise and Global Business customers.

Drive Churn KPIs by ensuring proper governance and coordination with circle teams.

Lead reduction in churn by running various programs and systems

Co-ordinate with cross functional teams to drive participation in churn reduction programs

Enhance customer service by proactively collecting and analysing feedback from customers.

Conduct gap analysis and rectification as per the deviations and mitigate the recurrence.

Oversee retention of all B2B customers by solving the queries raised and analysing defect in the system for better customer experience.

Monitor competitor price benchmarking to enhance our services.

People Management

Work closely with the team for seamless execution of the tasks.

Knowledge, Certifications and Experience

Education Qualification MBA

Total Experience 2+ years of experience in B2B Segment - Service Industry with Customer Experience & Retention Function

Certifications required (if any) XX

Key Interactions

Internal / External Stakeholders

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

Internal Business Team

External

Skills and Competencies

Technical Competencies

MS Office

Knowledge of Financial Modelling

Communication and Negotiation Techniques

Process & Result Oriented

Analytical and Problem-Solving Skillset

Stakeholder Management

Leadership and Behavioural Competencies

Customer Obsession

Collaboration and Influence

Ownership Mindset

Learning Agility

Navigating Change

Execution Excellence