National Strategic Accounts Manager

2 days ago

Delhi, Delhi, India Vodafoneidea Full time
About Us

Vodafone Idea Limited is an Aditya Birla Group and Vodafone partnership, committed to delivering delightful customer experiences and contributing to the growth of a digital India. We provide pan-India voice and data services across 2G, 3G, and 4G platforms, making us one of the leading telecom service providers in the country.

We believe in creating a diverse and inclusive work environment where everyone feels valued and empowered to reach their full potential. Our goal is to attract and retain the best talent in the industry and become the first choice for prospective employees. We are committed to equal employment opportunities and do not discriminate on the basis of race, color, religion, creed, age, sex, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

The role of National Strategic Account Service Manager is critical in achieving our objectives. The successful candidate will be responsible for supporting and executing the service strategy, ensuring benchmark levels of service and collections across the customer life cycle for an identified set of strategic accounts with Mobility & IoT products. This includes driving net promoter score and CSAT index, cost optimization via digital channels, proactive and reactive ring-fencing of the customer base, customer engagement programs, and lead service improvement/development plans.

Responsibilities:
  • Support and execute the service strategy to ensure benchmark levels of service and collections.
  • Drive net promoter score and CSAT index.
  • Optimize costs via digital channels.

Requirements:

For this role, we require a minimum of 7 years of experience in face-to-face customer management, preferably in managing large bases of Mobility & IoT products. The ideal candidate will have strong influencing and negotiation skills, effective communication and relationship management skills, and proven ability to function within a matrix organization. A university degree or MBA along with technical qualifications or equivalent is also required. ITIL certification on Foundation, Service Operations, is highly desirable.

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