Head - Retail Operations
Vodafone Cellular Ltd
Total years of experience :23 years, 7 Months
Responsibilities
Drive Business Priorities through Retail
• Generate Business through 36 Vodafone Stores and 85 Vodafone Mini Stores across 14 districts in Kerala.
• Deliver Retail Annual Operating Plan for Post-paid | Prepaid | Mpesa | MVA | Base Verification | 4G sim upgrade
Customer Service Excellence
• Build a strong retail team based on standardized work processes | consistency in execution and operating routines.
• Enhance TNPS - Touch Point Net Promoters Scores through constant Process Correction & Refresher Training.
Motivated & Happy Employees
• Motivated team of 45 on roll and 350 off roll though constant engagement & consistent improved employee earnings resulting in lower attrition.
Profitable Channels
• Ensure Store / Channel profitability by driving revenue growth, Productivity and cost optimization.
Statuary Compliances
• Financial compliance | Document Management compliance | IT Compliance | Health & Safety compliance | Touch point infra compliance
Achievement
• Digitalization of Sales Operation at frontline - ( Uri & App to capture the leads)
• Best Circle Retail Oct 16 - Mar 17
• Best Sales Manager 2016 -17 ( 3 P award - Plan | Perform & Propel )
• 18% Growth in Post-paid Sales from Retail - 2014 -2015 v/s 2016-17 | 6K to 11k
• 40% Growth in Prepaid contribution from Retail - 15K to 35K
• Team earning grew to 90% penetration earning 100% of their incentive
• Attrition reduced from 61% to 21% between 2016 - 2018
• 90% (32 stores ) of the Stores are Profitable
•Handling Customer Base of Kerala Circle through team of Retention Team Leads across Branches & Zones.
•Ensuring Number Churn at 1.50 % with direct contribution to Voluntary Churn and assist C&C in In- Voluntary Churn and Cash Collection.
•Incremental growth in postpaid base through Net Additions to postpaid base.
•Ensure check on quality of acquisition through effective health check visits and Customer VOC.
•Process Compliance & Hygiene - FOS productivity.
•Executions of Customer delight activities & initiatives.
•VOC Collection & Action on the same - Streamline and Review existing processes and create new to enhance CS / manage costs / revenue.
•Training, Review, productivity and rewards & recognition of Retentions team.
Business Development
• Responsible for delivering sales target for all products (Prepaid, Postpaid, Data, VAS & handsets) by ongoing monitoring and reviews. Increase per Channel, Per CRE productivity.
• Develop new business opportunities to increase sales at touch points ( Enterprise Solutions and Tele calling )
• Develop strategies to improve customer walk-ins, conversion and customer satisfaction at retail outlets
• Employee satisfaction by ensuring that all employees earn their incentives there by reducing attrition.
Partner / Client Management.
Vodafone inbound customer service is delivered through multiple partners.( First Source, Tech M, Vertex, Kochar & Liscom )
Operations
•To ensure that all partners deliver all the Business KPI’s.
•To ensure that no process deviations are done by the partners.
•To ensure that company polices are adhered to by the partners without any compromises.
•Provide accurate Quarterly Forecast. ( ensure forecast variance is the least)
•Manpower & Infra planning to ensure service levels as per target.
•Maintain high level of EQ (External Quality) and IQ (Internal Quality).
Enhanced Customer Experience.
•Consistent service delivery through well trained agents.
•Focusing on NPS (Net Promoter Score) / CDI (Customer Delight Index) parameters so as to enhance Customer experience.
•R&R at all touch points to keep agents motivated.
Revenue enhancement
•Upselling voice and data products to prospective customers.
•Convincing the prepaid customers to migrate to postpaid.
•Promotion of activation through self-service.
Cost Rationalization
•To engage with the partner to reduce the repeat calls.
•Ensure that the calls are within permissible CPS (Calls Per Subscriber).
•Self-service promotions through IVR’s and USSD
•Process correction to normalize top calls.
Dealer / Retailer Service experience.
•100% service support to dealers on product and process queries.
•Sales teams support on the products, process and the incentive schemes.
•Ensure that the T-sat is No1 compared to competition.
Projects & Innovations
•Projects / Initiatives to improve service experience of customers & to empower customer to do more self-services.
•Projects / Initiatives to simplify complicated process.
Roll Outs
•Responsible for the rollout of Vodafone stores & mini Stores across Kerala.
•Actively involved in mapping prospect locations for the Vodafone Stores & the Hutch shops.
•Direct prospecting, screening & appointment of franchised for Vodafone stores & Mobile stores across Kerala.
•Co-ordinating with central team on the Vodafone Store layout, execution and grand launch.
•Vendor Management for all pre launches activities.
Franchisee Management
•Manage the Franchisee Operations for Kerala.
•Prospecting, screening & appointment of Franchised for Vodafone stores & Vodafone Mobile stores across Kerala.
•To be link between the company and the franchisee.
Operations
•Monitoring Store Performance & ROI.
•Achievement of set sales, retention & collection targets of Vodafone Stores.
•Audits to maintain the Quality of sales and service at the stores.
•Implementing marketing activities across Kerala exclusively for Stores to improve footfalls.
•To implements the Handset sales and service at all Vodafone Stores.
Additional Responsibilities.
•Was entrusted additional responsibility of retail launch activities in Bihar circle - have been instrumental in finalization of locations in ( Patna, Ranchi, Jamshedpur, Dhanbad & Musarfarpur )
•Was inchage of the sales and service of I-Phone and ZTE handsets.
•Launch of Nokia SIS ( Shop in Shop ) & distributor touch points.
Planning & Location Scouting
Responsible for the establishment of web worlds across kerala.
Handled various operations such as zoning, Selection of sites, and negotiating the rentals, signing of the sites, construction & the launch.
Store Roll Outs & Franchising
Identifying and shortlisting franchisees who has to invest 25 - 30 lakhs on the infra.
Recruitment & Training
Responsible for the recruitment and training of store employees.
Store Operations
Actively involved in coordinating the operations of all stores in Kerala.
Deployed Standard operating procedure at Store level.
Sales & Service
Successfully achieved revenue targets for Broadband and C3( Customer Contact Center).
Franchisee Management
Responsible for dealer & Franchisee Management operations for Ceat Shoppe’s.
Sales and service support
Resolved customer complaints.
Organised and conducted various sales promotional activities such as Mechanic Meet, Tyre Fitters Meet / LCV Meet and Making Promotional Giveaways.
Distribution Management
Monitored smooth C & F activities thereby ensuring proper distribution.
Identified & developed new dealers and customers for business development.
Directed consumer contact & executed consumer surveys.
Handled various institutional & government clients such as Indian Army.
Master in Business Administration