CAREER at AIRTEL

TEAM LEAD, RETENTIONS

To drive, monitor, deliver the prepaid revenue earning customer base targets for the business by maximizing customer retentions and leveraging all consumer insights for increasing customer life cycle on network

2. KEY ACCOUNTABILITIES
Expected End Results (“WHAT”)

SUPPORTING ACTIVITIES (“HOW”)
1. DELIVER PREPAID REC BASE
Managing the active prepaid subscriber base with the objective of enhancing the customer life on network
Managing the various customer age on network buckets so as to minimize flow of customers into the inactive bucket
Drive win backs from the inactive base. Improve new customer gross additions to revenue earning customer conversions by monitoring and controlling the quality of gross ads
Special focus on retention of high value prepaid subscribers

2.PRODUCT MANAGEMENT
Develop and launch retention products, programs and processes based on consumer behavior analytics and insights which help to minimize REC loss , maximize REC winbacks , increase AAON of the customer Across different consumer segments
Effective liasoning across BI, Finance, IT, Network, CSD , regulatory to launch and track new initiatives.

3. ANALYSIS AND REVIEW
Build MIS data systems to enable tracking and review of all key REC impacting / driving/ enhancing indicators
Periodical review and course correction to correct/ resolve/ leverage opportunities for REC growth within the prepaid base

4. BUILD A CAPABLE AND MOTIVATED AND HIGH PERFORMANCE TEAM
Recruit the right talent in consultation with function head, as per defined recruitment guidelines
Develop and motivate team members through structured training and on the job coaching
Establish performance expectations and regularly review individual performance
Recommend appropriate rewards and recognition

5. DIMENSIONS
Financial Dimensions
REC base absolute nos.
% REC base to total system base
REC net ads
System Churn %, Value churn %
HNI REC loss/ HNI churn
REC win back %
REC loss %

OTHER DIMENSIONS
No. of direct reports: 1
Total Staff Strength:+/- 1
Subscriber base 16M plus

4. SKILLS & KNOWLEDGE
Educational Qualifications & Functional / Technical Skills
Bachelors in Computer Science or Engineering or Masters in Computer Applications
Masters in Business Administration would be preferred additional qualification MBA in Marketing or Postgraduate degree with specialization in Marketing.
Relevant Experience (Type of experience and minimum number of years)
10 years of work experience work Experience with at least 6 years of relevant experience in Telecom.
Of these atleast 4 years should be in telecom prepaid marketing.
A minimum of 3 years in Management role with having direct on co. roll reportees.
Sound understanding of prepaid customer life cycle management/ retention processes
Extensive knowledge of prepaid telecom workflows to ensure effective development of financial and product business cases, review and management of customer life cycle and retentions
Understanding and experience in Telecom consumer analytics and how to apply the same in product/ process/ program development
Other requirements (Behavioural etc.) Strong analytical skills able to draw conclusions from data, management information and trends
Ability to respond to unstructured business situations with a clear analysis, strategy and action planning.
Assertive and clarity of thought
High levels of commitment
Entrepreneurial & Business acumen
Innovation. Strong technical aptitude & IT savvy
Strong communication skills: written and oral
Good interpersonal skills and ability to work with cross functional teams
Teamwork & Collaboration with stakeholder
Project Management Skills
Inductive Reasoning & Fluency of Ideas
Highly Result Oriented believes in teamwork
Customer centric approach

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