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National Strategic Account Service Manager

1 month ago

Delhi, Delhi, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, offering a range of services across 2G, 3G, and 4G platforms. As a National Strategic Account Service Manager, you will play a crucial role in delivering exceptional customer experiences and driving business growth.

The ideal candidate will have 7+ years of experience in face-to-face customer management, preferably in managing large bases of Mobility & IoT products. You will be responsible for executing the service strategy, ensuring benchmark levels of service and collections, and driving net promoter score and CSAT index.

Key accountabilities include:

  • Implementing the service and collections strategy to deliver differentiated services for strategic accounts
  • Improving customer experience based on feedback from customer VOC, RNPS, C-SAT scores, etc.
  • Acting as a consultant, innovating, and bringing changes in service delivery depending on market realities and demands
  • Customer engagement via digital medium, field interactions, formal service reviews, and other engagement programs
  • Initiating service improvement plans to ensure open issues are addressed, service levels, and customer commitments are met
  • Revenue enhancement through service-led upsell/cross-sell measures and campaigns
  • Customer retention through focused proactive and reactive measures to control Voluntary, Involuntary, and Value churn
  • Driving the digital agenda with customers to reduce cost to serve
  • Ensuring payments receivables are collected for strategic accounts within a defined period, increasing incremental revenue from the existing base

As a National Strategic Account Service Manager, you will have the opportunity to work with a diverse team, develop your skills, and contribute to the company's vision and objectives. If you are a results-driven professional with excellent communication and relationship management skills, we encourage you to apply for this exciting role.