Program Lead - Retention & Churn

Purpose of the Job

Responsible for Custodian of Customer Service Experience and to deliver and own CSD KPI’s for the Zone in line with AOP and to Implement & Drive Collaborative Initiatives across Departments on Customer Service at a Zonal Level, in order significantly enhance business performance.

Key Deliverables

1) Responsible for managing Churn and Retention for Data  “Enterprise and Global  Business customers” including

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

- Ensuring reduction in churn by running an overall program  which includes.

- Coordinating with cross function teams at circle  POD team , COE team , Business Team

- Proactive Churn management and Reactive Churn Management

- Ensuring right VOC capture in system against Churn

- Performing proactive retention activities like Ring fencing customer , zero/low utilization circuits, up gradation of over utilized links and SIPs for repeat cases

2) Ensuring 100% utilization of Konnect APP and Training of SAM on new proactive process ,tools and measures  for controlling churn and maintain revenue .

 Skills Required

·         Strong Analytical skills

·         Very high Excel and financial modeling skills

·         High process orientation

·         Good communication skills

·         Result - Orientation

·         High negotiation skills

Educational Qualifications

·         Full Time graduate, preferably MBA/ PGDM

Work Experience

·         3-8 years of Collections Experience   

Preferably Telecom