Customer Experience Manager

Airtel is Hiring – Lead, HNI Experience

Location : Chandigarh

Role : Lead – HNI Experience (Senior Manager / DGM)

Experience Required - 8 to 12 Years

About the Role

This role entails owning the Broadband and Postpaid Mobile customer experience by analyzing processes and driving corrective actions.

Key Responsibilities

Retention & 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 Improvement

• Reduce 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 Transformation

• Drive self-care adoption.
• Benchmark competition and introduce new digital solutions.
• Expand IVR, WhatsApp, and other digital modes.
• Simplify and test customer journeys.

Shifting & Device Recovery

• Drive 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 & Reporting

• Lead 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 Skillsets

• Strong analytical and presentation skills.
• Ability to collaborate and influence cross-functional teams.
• Technical flair and adaptability to understand Broadband networks and related technicalities.