Customer Experience Manager

Airtel is Hiring – Lead, HNI ExperienceLocation: ChandigarhRole: Lead – HNI Experience (Senior Manager / DGM)Experience Required - 8 to 12 YearsAbout the RoleThis role entails owning the Broadband and Postpaid Mobile customer experience by analyzing processes and driving corrective actions.Key ResponsibilitiesRetention & Churn Management (Postpaid Mobile & Broadband)Control churn by identifying levers and implementing proactive solutions.Enhance retention efficiencies across voluntary, involuntary, and prepaid buckets.Eliminate churn causes across touchpoints (stores, call centers, etc.).Analyze churn data, derive insights, and personalize retention initiatives.Drive initiatives to reduce churn and establish structured tracks and rituals.Ensure compliance with processes and policies.Customer Experience ImprovementReduce customer complaints and interactions through proactive analysis and process improvements.Ensure resolution within SLAs and minimize repeat issues.Devise service recovery plans and eliminate execution gaps.Adopt a customer-centric approach in reshaping processes.Support escalation handling and governance across touchpoints.Digital TransformationDrive self-care adoption.Benchmark competition and introduce new digital solutions.Expand IVR, WhatsApp, and other digital modes.Simplify and test customer journeys.Shifting & Device RecoveryDrive shifting requests within SLA.Reduce rejects and cancellations to minimize churn.Track and follow up on shifting requests.Provide inputs for process improvement.Manage device recovery partners and ensure retrieval.Stakeholder Management & ReportingLead cross-functional projects to reduce churn and enhance CX.Collaborate with sales, marketing, billing, network, field, and contact center teams.Own churn deep dives, insights, and reporting (daily, weekly, monthly, quarterly).Present trends, RCAs, and action plans to reduce churn.Must-Have SkillsetsStrong analytical and presentation skills.Ability to collaborate and influence cross-functional teams.Technical flair and adaptability to understand Broadband networks and related technicalities.

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