Lead/GM - Churn & Campaign Management - Telcom

Talent Leads Consultants
  • Mumbai
  • Confidential
  • 12-18 years
  • 25 Sep 2015

  • Sales & Marketing

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

Key Responsibilities

- Create the retention strategy for all customer segments at multiple touch points

- Designing the U&R strategy

- Designing the execution therapy for U&R activities - product wise and channel wise, customer segment wise

- Create plans to meet the retention targets, review and monitor desired targets

- Manage both value churn and volume churn for the organization

- Design and create appropriate retention tools for multiple Customer Service channels

- Support the marketing team in creating the upsell/cross sell products

- Design delivery strategy for Customer Service

- Ensure delivery of all marketing campaigns using multiple Customer Service channels.

- Standardizing U&R strategy across the circles

- Design the linkage Process with marketing and product line from the retention perspective - customer service view point.

- Devising strategic action plan for increasing Revenue earning subscribers month on month.

- Coordinate with the marketing team for designing and planning of U&R activities / campaigns / churn management

- Provide update to the Products & Business Lines regarding delivery on business requirements for retention and churn management

- Lead the strategic planning for execution of campaign and U&R activities through the assisted care team.


- Leadership

- Leads by example in living the values of the organisation

- Ensures the cluster is fully equipped to handle the work load and distribute work flow

- Coaches to ensure a full understanding of consequences of errors

- Creates an environment that fosters team work and co-operation amongst team members

- Creates awareness of strategic objectives and their alignment to the cluster and company objectives

- Communicates effectively, building and maintaining relationships

- Ensures consistent compliance to company policies and procedures, corporate governance and relevant legislation

- Retention & Development

- Develops and empowers people, recognizing and rewarding value-added performance

- Continually strives to up-skill and motivate staff through effective leadership, mentoring, coaching, performance improvement and the creation and implementation of individual development plans

- Monitors implementation of training needs as per individual development plans

- Performance Management

- Sets direct reports quantitative and qualitative performance objectives and ensures individual performance objectives are in place and reviewed to meet organisational and individual needs

- Ensures bi-annual performance reviews take place with direct reports, identifies poor performance and takes corrective action

Key Result Area:

- Value churn by segments

- Volume churn by segments

- Upsell/cross sell revenue

- Retention costs

Educational Qualifications:

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) - Post Graduate

- MBA preferred

Years of Experience (minimum & maximum) : 12-18 years

What are the organizations that the candidate should have worked for? (Indicate which criteria are mandatory)

- Telecom/ Banking (Credit Card) industry

Knowledge & Skills: (Indicate which criteria are mandatory)

- More than 14 years post qualification general management experience

- Minimum 4 years- experience in the telecom industry in the CSD function, preferably as a leader in Churn Management from Telecom/ Banking (Credit Card) industry

- Prior experience of having independently led a function for at least 3 years at the corporate level

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Talent Leads Consultants