GM - Cluster Retail Service Lead

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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

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

Experience & Training Lead

Job Level/ Designation

M3

Function / Department

Postpaid | Experience & Training

Job Purpose

To be the best in class Retail operations across all formats – Vi Store & Vi Mini Stores through constantly upgrading the level of service provided to the walk in customers, thus creating a delightful and enriching experience.

Ensuring a high Emotional quotient on the Retail floor through happy & tenured employees driving Customer Experience, Service Operation, Capability Building and Digital Interaction agenda

Key Result Areas/Accountabilities

• Drive Customer Experience excellence Agenda- Drive Service experience agenda across retail stores in coordination with various stakeholders across Clusters and Corporate Retail. Metric- TNPS, EQ, Complaints with Zero service denials from the postpaid team
• Manage & Improve Physical Infrastructure and Ambience - Drive and manage upkeep and ambience of stores in coordination with various stakeholders including Commercial, Finance and Corporate. Metric- EQ Score on Infra, Spot the Spot scores Audit feedback during visit by senior management and employee
• Drive Digital Interaction @ Store - Drive and facilitate Digital app download and interaction with aim to improve customer awareness and engagement on Digital product/App. Metric- App Download, App Interaction, New App DL etc.
• Design, Standardize & Improvise processes and policies - Design standardized in-store policies / procedures / processes / guidelines and implement them, in the Vi Way. KPI- No of Processes improved
• Capability Building & Best Practice Replication - To ensure best in class experience at customer touch points for Postpaid through capability interventions and deployment in conjunction with Postpaid and CS CoEs at Corporate.
  
  
  

Competencies

Core Competencies, Knowledge, Experience

• High on Customer orientation the individual delivers through collaboration with cross functional teams
• Excellent Analytical Skills for building and presenting insights for action and planning interventions and suggesting process corrections
• Should demonstrate traits of independent thought leadership and drive to execute
  
  
  

Experience: 10+ years overall experience and should have worked in Retail or Quality or Service functions

Must Have Technical / Professional Qualifications

Preferably an MBA having good understanding of tech and systems.

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership