Disconnections & Winback Supervisor
Core
Leading Vodafone's customer retention operations for Mobile and Fixed services, managing Port Out requests, Organic Disconnections, and Winback Sales to reduce churn and improve commercial performance.
Role type
Senior IC customer retention operations supervisor
Builds
Retention strategies, winback campaigns, and operational improvements for Consumer and SOHO customers
Domain
Telecommunications / Customer Operations
Required skills
Team leadership and coaching, Commercial mindset, Data analysis and KPI interpretation, Stakeholder management, Cross-functional collaboration, Performance monitoring
Preferred skills
Experience in customer operations/retention/sales, AI-driven insights utilization, Predictive analytics
Technologies
AI-powered insights, Predictive analytics, Customer behavior analysis tools
Responsibilities
Lead and develop Port Out, Organic Disconnections, and Winback teams; Monitor Save Rate, Winback Conversion, Churn Rate, and Sales Performance; Design and implement churn mitigation initiatives; Leverage AI and analytics to identify churn risks; Collaborate with Commercial, Marketing, and Product teams.
Seniority
Senior, hands-on IC
