Job Opening details:-
Company Name :-
Vodafone Idea

Position Name :-

Company Location :-
Mumbai, Maharashtra


Full Job Description :-
Job Req ID: 17321
Mumbai, IN
Function: Marketing/Digital
CXX GTM – National Head

Job Level/ Designation
M3 / GM National Head – CXX

Function / Department


Job Purpose
Deliver world class experiences and drive NPS leadership through implementation of CXX key focus areas as defined in CXX GTM road map, across clusters & corporate functions at National level
Proliferate & Embed CXX methodology & approach to Build CXX Mind-set & Customer Centricity across clusters and National functions

Key Result Areas/Accountabilities
Drive NPS Leadership– Design, Lead & drive CXX GTM road map
Work with VIL Leadership team (XLT & Corporate FHs) at National & OD’s & Circles BH’s & CLTs to design the NPS actionable projects base on CAARE framework (unique & path breaking, ability to differentiate in Market) using inputs from multiple Research & Insights, Big Data analytics on CXX Lead & Lag KPIs, competition bench marking (Telco & Non-telco) and Insights & VOCs from all touch point customer interactions
Review & Sign off One India NPS action yearly NPS Plan at National level and for all 10 Clusters
Design and rollout Project charter & ensure timely delivery and present the same to all Cluster and Corporate stakeholders for agreement
Design & Roll out NPS council at Corporate and Circles with relevant functions around the Project objectives, Define key roles and responsibilities, deliverables, milestones, schedules, baseline measures, success factors, competitive benchmarks
Bring focus on Primary feedback through FGDs, DI, listening poles, Front line interactions
Inputs from multiple Research studies, Big Data analytics on CXX Lead & Lag KPIs, competition bench marking (Telco & Non-telco), Insights & VOCs from all touch points including Social Media
Pro-active Digital surveys + instant feedback mechanisms on Digital properties
Drive Brand positivity with Social Media response revamp
CXX NPS Governance across all Clusters & Corporate functions to achieve timely targeted DB Business & CX benefits –
Monthly NPS Council reviews within circle and with CXX Corporate teams
Ensure projects are delivered & achieved key deliverable as defined in Project Charter
Manage Project flow along its entire lifecycle, Solution-orientation on roadblocks, escalations
Lead & Drive National CXX War Rooms across functions to identify High impact Decision points to achieve incremental Business benefits:
Design, Present & Agree the key business decision points around CJM stages – usage, behaviour, positive and negative outcomes using all data-sets available from cross-sourced systems, & Social analysis
Post decision agreement and leadership buy-in, alignment of deployment teams for an effective launch.
Ensure timely closure of key actions identified in war room by cross functional connect
Identify and action on Detractors in assigned clusters & corporate functions
Work with Big Data & other business teams towards identifying variables to be put in the model
Assess model efficacy and roll out across circles and teams
Identify use cases and action plans using these models. Review, track and demonstrate business & CX KPI impact
Identify opportunities to drive customer loyalty by making them feel valued and rewarded
Work with CS & Marketing towards devising loyalty program to drive stickiness & CLV (Customer lifetime value)
Explore & identify use cases for rollout opportunities across channels
Knowledge Management & CXX Maturity Index:
Publish monthly maturity index , identify Gaps and actionable to achieve 95%+ maturity level across clusters and National corporate functions
Drive Functional Attribution of Experience through deep analysis of CXX key focus areas covering all CXX Culture & Business KPIs.
Identify the best practices from circles for national replication and drive for implementation and track benefits
CXX Hello Bosstomer Program – Create a continuous pipeline of ideas to devise actions towards creating differentiation on customer experience and transform business through ideation at large scale.
Lead & Drive the Bosstomer program across circles to achieve 100% employees registration, theme based Idea generation & closure with in TAT to achieve targeted Business & CXX Benefits
Reward & Recognition framework roll out for successful Idea closure
Proliferate & Embed CXX methodology & approach to build CXX Mind-set & Customer Centricity
Conduct Bootcamps & Training programs through teams to ensure integration of consumer interfaces and experiences
Capability building – Roll out of Gamified module on CXX 7 Absolute Behaviors
Drive Culture through Employees connect and engagement
Implement CXX Hero R&R programs across markets
Knowledge management & Continuous communication via EDM
Customer Digital Innovation & Transformation Lab
Design the overall Innovation strategy, Framework and roadmap to promote an agile and dynamic mind-set and culture with a focus on premium user experience, business process innovation and commercial value creation
Set up Innovation lab – Introduce, set up & drive Unique idea generation through innovation labs & hackathon and drive engagement across clusters & corporate function

Core Competencies, Knowledge, Experience
Strategic thinking, Business acumen, analytics, problem solving
Strong Networking and Interpersonal skills, communication skills, Ability to influence senior leadership
Critical thinking and influencing skills to get results

Must have technical / professional qualifications
Engineering Graduate and or MBA with 10-15 Years of experience
Certification in Data analytics, Lean/Six sigma, PMP & CX domain will have added advantage