HBB Customer Experience Lead at Airtel

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.