Regional Account Service Manager

Vodafone Idea Ltd is hiring for the role of Regional Account Service Manager!

Responsibilities of the Candidate:

• Implement the service strategy to deliver differentiated services to enterprise accounts to enhance competitive position in the region and accounts allocated
• Implement a plan to improve customer experience based on VOC, C-Sat scores, etc.
• Act as a consultant, Innovate, and bring appropriate changes in service delivery depending on market realities and demands.
• Field service management via formal service reviews, engagement programs/ FGDs, service desks/ camps, etc to cater to the customer’s evolving service needs.
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Incident Management, Escalation management, Management reporting - ECR handling within defined norms. Initiate Service Improvement Plans to ensure open issues are addressed, and service levels & customer commitments are met. Support service development plans in conjunction with the account team.
• Drive automation & digital agenda with customers to reduce cost to serve.
• Continual training and certification on building service capabilities, and skills with a specific focus on new LOBs (IoT, FL, etc)

Requirements:

• Churn & Revenue Management – Ring fence sub-base & value churn with added focus on revenue upsell/cross-sell.
• Customer engagement - Field service performance as per national norms
• Drive customer first agenda - RNPS & CSAT
• Drive digital/self-service adoption
• Prior experience in B2B or Telecom B2B
• Powerful influencing & negotiation skills, effective communication & relationship management skills, and proven ability to function within a matrix organization
• Strong analytical skills & ability to balance conflicting business & customer interests.
• University Degree / MBA along with technical qualifications or equivalent