Vodafone - Global Service Manager - VGE

VGE Service Lead (SM-VBS Customer Service)

Role Title : Global Service Manager - VGE

Reports To : VBS Service Head

Job Family : Global Business Services

Department : VGE

Role Purpose :

- To manage and implement the service strategy amongst VGE accounts and ensure high level of customer satisfaction through implementation of customer engagement programs and retention initiatives, Service Improvement Plans and projects through the Service Managers,

- Proactively manage the global customer service relationship for a number of Vodafone Multi National customer accounts across Vodafone operating companies, affiliates and partners in all geography and work with Local OPCO personnel to meet all service metrics.

- To Manage and lead a team of service managers for Vodafone global accounts. Drive and strategize, executive and implement business objectives through

Key Performance Deliverables :

- Directs strategic service aspects of account planning and leadership of a number of VGE accounts

- Ensures service aspects of account plans signed off and agreed by Vodafone and customer

- Responsible for Service account reviews for targeted accounts

- Responsible for developing strong one to one long term service relationships with key decision makers/ influencers.

- Identifies and pursues sales opportunities through the service relationship and refers service leads which may come from meetings, clients, other sales force, vendors and others to the GAM

- Maximizes internal network within Vodafone to get results for customers and to ensure effective problem resolution and problem management. In particular, develops strong relationships with local OpCo service fulfillment personnel to ensure delivery on the customer contract

- Responsible for customer service specific workshops and follow up to develop and give insight to Vodafone customers mobile solutions strategy

- Works with Opco corporate service delivery areas and customer fulfillment areas to ensure that international and national strategies are aligned and delivered to customers.

- Work with Global Account Manager and Pre sales area oversees new product, services and mobile solutions into account. Works in partnership with Account managers and pre and post sales areas to ensure seamless introduction of new product services and solutions to accounts

- Knowledge on telecom technologies and solutions

- Knowledge of customer service and field service management, should be comfortable with change and ambiguity given the dynamic business environment

- Strong operational and relation building capabilities both internal and external

- Should be able to handle multi-tasking activities for different corporates at the same, across circles

- Ability to communicate at multiple levels with both customer and colleagues.

Strong interpersonal skills :

- A proven track record in customer service management, preferably in a variety of situations so as to be able to draw upon a breadth of experience when making decisions

Leadership Skills :

- Ability to lead, drive and motivate the team to achieve the deliverables

- Graduation and MBA are mandatory

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