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.
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VIL's 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.
Role
Lead – Retention & Revenue
Job Level/ Designation
M3 / General Manager
Function / Department
Marketing / Postpaid
Reports to
VP – Postpaid Product and CVM
Location
Corporate Office, Mumbai
Job Overview and Purpose
Postpaid Retention lead is responsible for developing and executing Programs to drive Postpaid Base retention in collaboration with CS team. The ideal candidate should have a good understanding of Postpaid Processes and systems which can help in getting deeper insights on Customer segments and behaviors and designs programs which can increase the overall customer life time value.
This role demands a self-driven, analytical thinker with a collaborative mindset to deliver impactful retention programs in a fast-paced, competitive environment.
This role also entails creation of overall Annual Operating plan for Postpaid business and work closely with CS, Finance and other marketing functions to prepare weekly and monthly Outlook for Postpaid KPIs.
Key Result Areas/Accountabilities
- Retention Planning and Implementation - Plan and execute proactive Retention programs to contain churn across all legs and cohorts - specially High ARPU and High AON
- Work Closely with Big Data analytics team for improving the lifts of Proactive churn Prediction Model (CPM) and drive CPM Model base allocation and GTM with CS team
- Collaborate with Corporate CS / clusters / circles to develop and launch targeted initiatives to enhance UPC Retention and improve efficiency of Retention Campaigns.
- Weekly / Monthly/Quarterly/Annual Revenue Planning and achievement
- Gather customer insights by working with frontline teams @ IBCC, Retention, C&C & Stores and Implement Insight based retention programs and offers to reduce Port Out and Post 2 Pre-Churn.
- TRAI Filing of all new products in coordination with Regulatory team
- Identify cohorts for Price up and manage end to end activity for base migration
Key Performance Indicators
- Overall churn – Achievement vs. Target
- UPC Retention - Achievement vs. Target
- Month on Month High Value and AON > 1 year Churn Improvement
- Retention campaign execution and revenue growth from Price up base migration
- Improvement in Big data Churn Prediction Model Lift
- Timely and accurate Revenue forecast
Core Competencies, Knowledge, Experience
- Growth Mindset & Results Orientation: Focused on driving measurable outcomes and achieving aggressive retention targets.
- Quantitative Analysis & Data-Driven Decision Making: Strong analytical skills to assess performance, identify trends, and make informed decisions to optimize retention strategies. Hands on Experience of handling large data, creating BI query and analytic.
- Cross-Functional Collaboration: Proven ability to collaborate effectively with cross-functional teams, including Marketing, CS, Finance to drive results.
- Influencing & Communication: Strong communication and interpersonal skills, with the ability to influence stakeholders at all levels and drive change.
- Innovative Thinking: Constantly seeking new ways to drive customer retention and enhance performance
- Commercial Acumen: Deep understanding of the telecom industry and the ability to develop effective strategies that align with business objectives.
Must have technical / professional qualifications
MBA/PGDM (Marketing) with minimum 10 to 14 years of experience in marketing, or customer service/retention with a proven track record in driving successful CVM / Retention programs
Strong proficiency in using data and analytics to drive business decisions
Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership