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National Strategic Account Service Manager

4 weeks ago

Delhi, Delhi, India Vodafone Idea Limited Full time
Job Title:

AGM - NSA Service Manager

Job Summary:

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership, committed to delivering delightful customer experiences and contributing to a 'Digital India'. We're seeking a National Strategic Account Service Manager to support and execute the service strategy, ensuring benchmark levels of service and collections across strategic accounts with Mobility & IoT products.

Key Responsibilities:
  • Implement the service and collections strategy to deliver differentiated services for national strategic accounts.
  • Improve customer experience based on feedback from customer VOC, RNPS, C-SAT scores, and other metrics.
  • Act as a consultant, innovate, and bring changes in service delivery depending on market realities and demands.
  • Customer engagement via digital medium, field interactions, formal service reviews, and other engagement programs.
  • Initiate service improvement plans to ensure open issues are addressed, service levels and customer commitments are met.
  • Compliance to standard servicing norms, monitor customer commitments, intervene proactively, and act as an escalation point to ensure minimum service level breaches.
  • 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.
  • Drive the digital agenda with customers to reduce cost to serve.
  • Ensure payments receivables are collected for national strategic accounts within a defined period, increasing incremental revenue from the existing base.
Requirements:
  • 7+ years of experience in face-to-face customer management, preferably in managing large bases of Mobility & IoT products.
  • Ability to manage 'C' level engagement.
  • Prior experience in B2B or Telecom B2B.
  • Proven track record in meeting service levels, collections, and NPS targets in different situations.
Desired Competencies:
  • Powerful influencing and negotiation skills.
  • Effective communication and relationship management skills.
  • Proven ability to function within a matrix organization.
  • Strong analytical skills and ability to balance conflicting business and customer interests.
  • Experience in handling CS and collections in a B2B environment.
Education:
  • University Degree/MBA along with technical qualifications or equivalent.
Language:

English