Vodafone - DM/Manager - Strategic Service Manager - Enterprise Customer Operations

Role title: Strategic Service Manager

Function: VGE India - Customer Service

Department: Service Management

Reports to: Circle VGE CS Lead

Location: Circle

Role purpose:

To manage Sub and revenue Churn target for the list of allocated accounts

To support on Global contracts and Bids and align Service organisation with Global customer requirements

To drive Customer SAT as per defined goals of the organisation.

To liase with Global service managers for extending and seeking support for their set of accounts.

Ability to drive global discussion and service reviews with customers.

Key accountabilities and decision ownership :

- Net Base Management through effective Retentions Management & Revenue retention.

- To support on Global contracts and Bids and align Service organisation with Global customer requirements

- To drive NPS and CSAT as per defined goals of the organisation.

- To liase with Global Service Managers for extending and seeking support for their set of accounts.

- Ability to drive global discussion and service reviews with customers

- Drive IOIP Customer service initiatives across their base of customers

- Create new opportunities of revenue through Service initiatives and new propositions Core competencies, knowledge and experience:

- Experience in Global Accounts Service Management & C Level engagements

- Experience in complex change management and operating in a matrix, fast moving and technical environment.

- Team player, strong influence and relationship management skills, customer centric.

- - Strong communication and conflict management skills

- Ability to multitask

Key performance indicators :

- Revenue and Sub-base Churn Target for India

- Global wide Account profitability & Revenue Generation

- Identifying cross sell opportunities to enhance the service experience

- Drive IOIP Service strategies in their accounts

- Drive NPS and CSAT across their set of customers

Direct reports:

Dotted reports: NHQ service managers nationally

Must have technical / professional qualifications:

- MBA and preferred Engineering background

- ITIL certified

- Track record of global service delivery for global/international enterprise accounts

- Enterprise Service and cross functional work Experience of 3-7 years

- Good knowledge of mobility, fixed and other communication technologies, technical sales background preferable

To apply for this position, please use the external Vodafone link