Vodafone Idea - Manager - Regional Account Service (3-4 yrs)
Manager - Regional Account Service
Key accountabilities and decision ownership [max 5]:
Strategic - Implement the service & collections strategy to deliver differentiated services for an identified set of strategic accounts in order to enhance competitive position in the region - Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc. - Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
Operational - Customer engagement via digital medium, field interactions, formal service reviews, other engagement programsthat cater to the customer's evolving service needs.
- Initiate service improvement plans to ensure open issues are addressed, service levels & customer commitments are met. Support service development plans in conjunction with the account team.
- Compliance to standard servicing norms, monitor customer commitments, intervene proactively and act as an escalation point to ensure minimum service level breaches
- Revenue enhancement through service led upsell/ cross-sell measures & campaigns - Customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn.
- Drive the digital agenda with customers to reduce cost to serve - To ensure that payments receivables are collected for an identified set of accounts within a defined period for an identified bucket thereby increasing incremental revenue from the existing base.
Developmental - Continuous training & certification on building capabilities, skills, competencies with specific focus on other LoBs (IoT, Cloud, FLX etc)
Key performance indicators [max 3]: 1) VIBS RNPS, CSAT& Key national programs 2) Operational KPI's for customer engagement - service management, incident and escalation management. 3) Digital drive & self-service adoption resulting in cost optimization & reduced cost to serve 4) Customer Retention management, Revenue enhancement, Collections (identified receivables bucket)
Core competencies, knowledge and experience [max 5]: - 3 to 5+ years of experience in face to face customer management. Ability to manage "C" level engagement. - Prior experience in B2B or Telecom B2B
Must have technical / professional qu alifications: Desired Competencies/ Skills - Powerful influencing & negotiation skills. - Effective communication & relationship management skills - Proven ability to function within a matrix organization
Strong analytical skills & ability to balance conflicting business & customer interests. - Experience in handling CS in a B2B environment
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