Riaz Motiwala
About Riaz Motiwala
Riaz Motiwala serves as the Head of Customer Experience at Airtel, bringing over 25 years of experience in the telecommunications sector. He specializes in customer retention strategies and has held various leadership roles within Airtel since 2004.
Current Role at Airtel
Riaz Motiwala serves as the Head Of Customer Experience at Airtel, a position he has held since 2014. He operates in the Kolkata Area, India, where he focuses on enhancing customer satisfaction and loyalty. His responsibilities include formulating and implementing strategies aimed at servicing, retention, and loyalty within the telecommunications sector. Motiwala's role also involves conducting market surveys to analyze competitors and recommend approaches to mitigate customer churn.
Previous Experience at Airtel
Before his current position, Riaz Motiwala held several roles at Airtel. He was the Head - Service Operations for the Gujarat Circle from 2010 to 2013 and served as DGM in the Customer Service Department for the M&G Circle from 2008 to 2010. Additionally, he was the Head - Service Marketing from 2004 to 2008 and the Head Of Customer Service from 2013 to 2014. His extensive experience at Airtel spans over a decade, contributing to various aspects of customer service and operations.
Career at Idea Cellular Ltd
Riaz Motiwala worked at Idea Cellular Ltd as Manager - Collections from 1997 to 2004. During his seven years there, he developed skills in customer management and collections, which laid the foundation for his later roles in customer experience and service operations in the telecommunications industry.
Education and Expertise
Riaz Motiwala completed his education at Baroda High School, Bagokhana, where he studied Commerce and achieved his Bachelor of Commerce. His academic background, combined with his professional experience, equips him with the expertise to devise strategies that enhance customer service and retention in telecommunications, particularly in prepaid service strategies for rural and emerging markets.
Strategic Contributions
In his current role, Riaz Motiwala develops and deploys policies and process guidelines to forecast retention levels for both postpaid and prepaid customers. He defines processes for customer service during the initial 90 days, focusing on customer induction and education. His collaboration with marketing teams helps in deciding communication plans and strategies aimed at reducing churn and enhancing customer loyalty.