Level: DGM

Division: Billing & Collection

Location: Mumbai

Experience Required: 12-15 yrs

Job Description: Hub Head (Mumbai, Pune, Aurangabad & Surat)

Position Summary:

As the Hub Head for Mumbai, Pune, Aurangabad, and Surat cities, you will be responsible for overseeing the operations and management of the region (link removed) Your primary focus will be subscription renewals, retention of past exited customers, complaint management, smooth coordination with other departments, handling corporate customers, devising growth strategies, and people management.

Responsibilities:

Subscription Renewals:

• Develop and implement effective strategies to drive subscription renewals and ensure high renewal rates.
• Analyze renewal data, identify trends, and recommend proactive measures to increase renewal percentages.

Retention of PastExitedCustomers:

• Develop initiatives to win back past exited customers and prevent further churn.
• Conduct customer surveys, gather feedback, and propose retention strategies based on customer insights.

Complaint Management:

• Oversee the complaint management process, ensuring prompt customer issues and grievances resolution.
• Establish and maintain effective customer communication channels, providing timely updates and resolutions.

Coordination with Other Departments:

• Collaborate with various internal departments, such as technical support, sales, and billing, to ensure customer issues are resolved efficiently and in a timely manner.
• Act as a liaison between the hub and other departments to address customer concerns effectively.

Handling Corporate Customers:

• Manage relationships with corporate clients, addressing their specific needs and ensuring high satisfaction levels.
• Work closely with the corporate sales team to identify opportunities for upselling and cross-selling services.

Strategy for Growth and Churn Reduction:

• Develop and implement strategies to drive growth in renewal percentages and reduce churn rates.
• Analyze market trends, competition, and customer behaviour to devise effective retention and growth strategies.

People Management:

• Lead and manage a team of customer service executives, providing guidance, training, and motivation.
• Conduct performance evaluations, identify skill gaps, and implement development plans to enhance the team's performance.

Requirements:

• Bachelor's degree in Business Administration, Marketing, or a related field. MBA is a plus.
• Strong understanding of subscription-based business models and customer lifecycle management.
• Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
• Analytical mindset with the ability to interpret data, identify trends, and make data-driven decisions.
• Demonstrated leadership and people management skills.
• Results-oriented mindset with a focus on achieving targets and driving customer satisfaction.
• Ability to work in a fast-paced, dynamic environment and adapt to changing priorities.

Offerable CTC: 23 LPA

If interested, kindly share your CV for further process to (e-mail removed)