National Strategic Account Service Manager

4 weeks ago


Delhi, Delhi, India Vodafone Idea Limited Full time

Vodafone Idea Limited is a leading telecom service provider in India, offering pan-India voice and data 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.

Key responsibilities include:

  • Implementing service and collections strategies to enhance competitive positioning in the region
  • Improving customer experience based on feedback from customer VOC, RNPS, C-SAT scores, and other metrics
  • Acting as a consultant to innovate and bring changes in service delivery depending on market realities and demands
  • Engaging with customers through digital mediums, 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
  • Complying with standard servicing norms, monitoring customer commitments, and intervening proactively to ensure minimum service level breaches
  • Driving 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 an identified set of National strategic accounts within a defined period

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
  • 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

Vodafone Idea Limited is an equal opportunity employer committed to diversifying its workforce. We strive for a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging.



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