Nitin Johar
About Nitin Johar
Nitin Johar serves as the Head of Experience for Direct to Customer Channels at Airtel, where he has implemented digitization strategies to enhance customer interactions. With a career spanning over 15 years at Airtel, he has held various leadership roles, focusing on customer experience and channel profitability.
Current Role at Airtel
Nitin Johar currently serves as the Head Experience for Direct to Customer Channels at Airtel. He has held this position since 2020, operating from Gurugram, Haryana, India. In this role, he is responsible for enhancing customer experience across various touchpoints. He implements strategies that focus on channel profitability and ensures cross-functional alignment to address emerging market needs.
Previous Positions at Airtel
Nitin Johar has held multiple roles at Airtel over the years. He worked as the Zonal Sales Manager for Prepaid Sales from 2011 to 2014 in New Delhi, followed by a position as the Acquisition Head in Delhi-NCR from 2015 to 2016. He also served as the Zonal Business Head in Amritsar from 2016 to 2017, and as the Contact Experience Head from 2017 to 2020 in Gurgaon. His diverse experience spans various aspects of sales and customer experience management.
Education and Expertise
Nitin Johar earned his MBA in Marketing from Guru Gobind Singh Indraprastha University, where he studied from 2000 to 2002. His educational background provides a strong foundation for his roles in sales and customer experience management, enabling him to implement effective strategies in his professional career.
Customer Experience Strategies
In his current and previous roles, Nitin Johar has implemented digitization and automation strategies aimed at enhancing customer experience in direct-to-customer channels. He measures customer satisfaction through tools such as Net Promoter Score (NPS), surveys, and mystery audits. His focus on data-driven analysis allows him to derive insights that foster innovation within Airtel.
Focus on Process Consistency
Nitin Johar is responsible for ensuring that all customer touchpoints are updated on processes to maintain a consistent customer experience. His emphasis on process consistency is crucial for delivering quality service and meeting customer expectations across various channels.