Manager-Brand and Engagement
Vodafone Mobile Services Limited
Total des années d'expérience :20 years, 0 Mois
Brand management - Developing brand awareness programs for traditional, digital and social media platforms. End to end revamp and creation of documents for customer facing communication, in accordance with brand guidelines. Coordinate with relevant agencies for timely completion of deliverables. Handle overall communication and layout aspect of collaterals, including Brand Transition related communication to external and internal stakeholders.
Product Management - Successfully run programs mandated by Vodafone Business Solution (VBS) including marketing campaigns, new product focus, product promotions. Get launch collaterals ready through constant engagement with external and internal stakeholders. Lead generation and customer engagement through tactical and generic product mailers. Briefing agencies for product launch plans, write easy-to-understand, customer centric content for product collaterals. Launch and manage SMS and voice campaigns to engage sales teams and boost business.
Brand Activation - Facilitate acquisition. Ensure Brand and Retail Visibility requests are addressed through standard and innovative POS based collaterals. Partner sales engagement through internal communication efforts. Ideate and implement incentive based programs and contests for acquisition and channel partners.
Digital Marketing : Exploring new avenues of branding and communication in digital space and social media. Running target base specific campaigns, building corporate brand equity, demand creation and lead generation.
Revenue Management- Achieve detailed budget target by forecasting and planning quarterly and annual budget allocation.
Competition analysis - Keeping track of competition plans, offers, products and promotions.
CXO and customer engagement - Ideating and organising events to drive strong engagements with customers at all levels. Organising and front ending elite events like Vodafone Tee Walk, Marathon, Battle of Bands etc
Campaign Management - Evolving and fine tuning campaign strategies, driving conversions from web, email, inbound and outbound call centres. Constantly measuring the campaign results & ROI.
People interactions - Develop and maintain professional relationships. Cross-functional planning, coordination and implementation of POS activities and training initiatives in partnership with Sales and service teams.
Vendor Management- Includes liaison, coordination and negotiation with vendors and agencies on daily basis.
Creativity - Innovative and creative thinking to invent ideas to constantly improve brand and product push. Ideate concepts and strategies that can be placed as best practices from time to time.
AWARDS AND ACHIEVEMENTS IN THE ROLE
Megastar for the quarter J-F-M 2016 for consistently operating with speed, simplicity and trust
Awarded for successfully driving the ‘Anchor Desk Implementation Project’ which aimed at designing and deployment of 42 state-of-the-art sales-cum-service desks at major corporates in a span of 6 months to drive walk-ins at POS.
Recognised for conceptualising, creating, designing and content writing of VBS Express- an internal newsletter.
Winner of BPEX for 2 consequent quarters. BPEX (Best Practise Exchange) is quarterly theme based platform to innovate, drive and share best practices on a national level.
Account Service Management- Handling Service & Project Management for 50 Vodafone Global Accounts such as Goldman Sachs, Wipro, Quintiles, HUL etc.
Handle a Portfolio in Excess of 30, 000 subscriber base / Revenues Exceeding 300 Million Annually.
Handling National Service (Mobility and Fixed Line) Reviews with Global / Local Teams to discuss on the progress of various projects and achievement on SLA Parameters.
Undertaking Service Improvement Projects/ Plans to improve efficiency and reach new benchmarks and to ensure maximum ranking on customer satisfaction surveys and net promoter scores.
Networking with finance/networks/credits and collections/sales and other teams locally and nationally for complex issue resolutions.
CXO and stakeholder Engagement - through regular service improvement meetings, events and engagements.
Churn and Revenue Management- Pro-active and reactive retention, initiating and implementing ideas for churn reduction and revenue enhancement by implementing sales/service desks and 360˚ account adoptions.
Team Management - Manage embedded resources and implants, design their KPA’s and review performance.
Strategise and implement self-driven plans/projects for enhanced customer delight and improved service experience.
AWARDS AND ACHIEVEMENTS IN THE ROLE
Excellence Award for the Best National Service Manager in India
Circle Combat Award for superlative performance at national level held at Singapore.
Big League Award for Best Service Manager for Karnataka.
Global CSSO Recognition for Superlative Service in APMEA Region in the Global Meet in 2012-13
Super Star awards for initiating DAR (Dead Account Retrieval Project ), recognised as a national best practice
Member of “V-XITE” (recreation) and Vodafone Inclusivity Network (VIN) - CSR in the circle.
Channel Management- Handle 3 channel partners with a total of 15 team members responsible for service and retention of approx. 1000 SME companies.
Team Building and Leadership - Motivating and driving the team towards excellence through performance measurements, appraisals, rewards and recognition, outlier management, conflict management, attrition control, coaching, mentoring and counselling.
Churn management - Retention by way of tariff negotiations, escalation handling and issue resolution
Revenue Enhancement - by opening up Sales / Service Desk at Corporate Premises. Keeping customers abreast about new products and services and thereby increasing revenue by promotion and up-sell of value added services
HNI management through regular customer visits, service reviews and governance meetings
AWARDS AND ACHIEVEMENTS IN THE ROLE
Super Star Award for conducting “health-safety-wellbeing” training for the entire zone including vendors.
Topper on CSAT for 6 consecutive months and only team with zero attrition across zones.
• Vodafone Hero for the quarter JFM and AMJ 2012 for exceptional performance.
Account Management- Handle end-to end service management of approx. 300 SME accounts and close to 50000 subscriber base
Act as a bridge between the corporates and internal teams to resolve issues pertaining to sales, billing, collections and network.
Relationship Building with stakeholders through constant engagements and service improvements meetings to ensure better customer satisfaction and Net Promoter Score.
Churn and Revenue Management- Pro-active and reactive retention, initiating and implementing ideas for churn reduction and revenue enhancement.
• Up-sell -Generate revenue through existing accounts and driving up-sell through sale of mobility and data products.
• Leadership - Handle a team of 17 members, monitor the CPM’s and target achievements of the team for United HealthCare-inbound U.S based insurance process.
• Training and Development- Identify outliers, implementation of need based training, new hire training and assessment, product specific triages and huddles.
• Rewards and Recognition Spoc- part of the core team in charge of organizing recreational events.
• Subject Matter Experts - part of the core delivery team in charge of dissemination of updates.
• Performance analysis- Appraisals for team members at regular intervals and charting out consensual goals and objectives for the future.
• Coaching, mentoring, transaction monitoring and reviews, motivation building and team building initiatives.
• Outbound Calling for Microsoft Security Patch Initiative to U.S based clients. Email help desk for technical help on Windows basic troubleshooting queries.
• Inbound calling for United Healthcare for benefits and insurance claims from hospitals covering entire U.S.A
• Subject Matter Expert for queries from customer care executives, calls monitoring, audits and scoring.
AWARDS AND ACHEIVEMENTS IN THE ROLE
• Consistently received Certificates of Excellence and recognised as the most Customer Centric CCP.
• Customer Appreciation mails for providing apt solutions to issues.
• Certificate and Recognition for filing Pragatis (ideas for betterment of the process).
• Winner of Josh Award at various competitions under employee engagement.
Dual Specialization in Marketing and HR
With Major as Finance
Higher Secondary School Certification
NA