Engage with the operations team and CLVM to ensure the customers are engaged and retained in Jios FTTx network.
Responsible for ensuring the FTTx and MSO churn is within AOP
Ensure that Predictive Churn triggers are identified and addressed proactively to avoid churn
Ensure that the processes pertaining to bill & pay are customer centric and do not compromise on customer experience
Design the Retentions and relation processes for FTTx and MSO customers. Ensure that the CARE processes for retentions and relations are in line with the inverted pyramid philosophy
Interface with CLVM marketing to design customized plans to engage and retain FTTx and MSO customers
Responsible for providing inputs on process / policy improvement to cross functional teams basis churn analysis and ensuring all the agreed action plans are implemented by the cross functional teams.
Manage the entire tele-calling and the field retention process