Regional Account Service Manager

1 week ago


Pune, Maharashtra, India Vodafone Idea Limited Full time

Role Summary

Vodafone Idea Limited is seeking a Regional Account Service Manager to ensure benchmark levels of service across the customer life cycle for enterprise accounts. The ideal candidate will have 5+ years of experience in leading a customer service team and a proven track record in meeting service levels and RNPS targets.

Key Responsibilities

  • Monitor customer commitments across products and intervene proactively to ensure minimum service level breaches.
  • Build a strong feedback mechanism through continuous engagement with stakeholders and accounts.
  • Conduct C-SAT on quality parameters and process.
  • Revenue enhancement via customer retention through focused proactive and reactive measures to control Voluntary, Involuntary, and Value churn. Upsell/cross-sell to enhance account revenue.
  • Drive automation and digital agenda with customers to reduce cost to serve.

Requirements

  • University Degree in Business preferably with technical qualifications, or equivalent qualification.
  • Powerful influencing/negotiation skills, effective communication and relationship management skills, and proven ability to function within a matrix organization.
  • Strong analytical skills and ability to balance conflicting business and customer interests.


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