Retail Head
bharti airtel limited
Total years of experience :20 years, 4 Months
Expand retail footprint of COCO and FOFO stores to drive sales and service for all LOB’s including postpaid, prepaid and Payments bank
Analyzing market and competition offerings, prepare counter products to deliver best service and value for the customer
Building Go-To-Market strategies to drive products across portfolios
Identifying business opportunities with government accounts and large corporate houses
Assisting sales team to deliver targets through right product, schemes and incentive programs
Responsible for postpaid base growth; drive quality sales and reduce base churn
Drive service at retail stores by coaching and monitor through NPS and DI indices
Design partners scheme, incentives and commissions structure
Coordinate with training partners and facilitate NHIP for store managers and CRO’s
Support day to day store operations, reduce OPEX and CAPEX
Drive retail postpaid sales through demonstrating savings for the customer, visit corporate accounts for winning bulk orders
Design strategies/schemes/plans around business to ensure goal achievement and viable business model for the partners
Hiring and training people for Sales managers and store managers roles
Coaching people, creating career path and encourage best performances
Responsible for building cluster strategy for growing Airtel revenues, RMS and CMS by driving new customer acquisitions, U&R schemes, 3G/2G data promotion and VAS sale.
Meet and exceed set sales and revenue targets for the cluster
Through aggressive GTM ensure our rightful share of gross add from MBO’s.
Working along with TM and FSE to coach ways of work and work out strategies for losing markets
Identify and implement best distribution model. Distribution expansion by appointing new retailers, distributors, exclusive stores & service centers.
Identify competition offerings and thereby coordinate with marketing team for counter product
Identify process gaps and coordinate to resolve operational issues with respect to customer operations, network, marcom and SCM
Ensure business viability of channel partners, conduct monthly and quarterly reviews, communicate strategies
Design and implement SOP’s / CTQ’s wrt to customer operation processes
Quality assurance and process streamlining for customer acquisition processes
Process optimization, perform root cause analysis for improved efficiency and reduced cost
Handle customer acquisition operations pertaining to spoke management, document verification, customer record maintenance and document warehousing
Identifying need and increase warehouse capacity for document storage. Involve SCM to identify partner which gives best value for money
Ensure timely and error free provisioning of postpaid and prepaid SIMs through reconciliations between different provisioning and charging platforms
Liaison with government agencies and conduct TERM cell monthly audit
Conduct process quality audits and timely circulation of reports and MIS to leadership team
Leveraging and liosining with vendors, partners and airtel centralized factories for address verification, documentation and provisioning processes to ensure quality, reduced OPEX and optimum utilization of resources
Design and implement SOP’s / CTQ’s wrt to customer experience processes
Quality assurance and process streamlining for call center and service recovery processes
Responsible for maintaining quality at call centers by monitoring AHT and NPS
Identifying need to optimize seat requirement at the call center to handle call volumes
Analyzing reasons for calls and working on reduction of call per customer
Reduction of calls at outsourced call centers through various service recovery programs and self care initiatives.
Analyze reasons for complaints and ensure the entire effected base is identified and execute necessary corrections/actions
Resolve and close looping customer complaints within SLA
Identifying training needs for Call center and retail team
Share regular CWN/MIS reports/dashboards, provide feedback to the leadership team
Responsible for handling Hutch UP East Prepaid, Postpaid and Prospect customers and ensure customer delight by use of soft skills. Ensure best resolution to the customer, use empowerment wherever available and necessary and ensure use of uniform scripts, assertiveness, enthusiasm in every call
Responsible for handling and maintaining call centre MIS since February 2005. Simultaneously was responsible to supervise the floor and guide other call centre executives for quality and faster resolution