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Vodafone

AM - NC area service

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Customer Relationship Management
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Vodafone India Limited

Role Purpose: Responsible for ensuring NC meets all of its Service Obligations to allocated Customers ensuring retention, profitable growth and customer satisfaction (NPS). Working in Strategic partnership with the Account Team to embed business relationships at Senior level within the Customer base, by developing and nurturing a key understanding of our Customers’ strategy and Business model and translating that into VF accountability. Maintaining key relationshipsinto all functional teams within VF to deliver an exemplary service experience.

Accountabilities: • Day to day leadership of the Service capability alignedto nominated accounts and working collaboratively with Account teams to own service relationship • Own Account level Service Improvement programs and run them through the Service managers • Churn and Revenue management for the segment •Lead best of breed continuous service improvement by ensuring the development and implementation of Service Development and / or Improvement Plans in collaboration with Customers, Partners and Affiliates. • Identifies opportunities for revenue growth - translates customer needs into solutions that enables both thecustomer and Vodafone profitability KPI: • NPS and ENPS • Account profitability & Revenue Generation • Service and process optimisation to improve our Cost to Serve whilst mitigating/reducing service credit penalties • Identifying cross sell opportunities to enhance the service experience • Net Base Management through effective Retentions Management Competencies: • Customer obsessed, able to nurture and manage deep customer relationships on all levels • Excellent ‘C’ level communication, stakeholder , influencing and relationship skills • Responsible for the Customer Experience of the Account ensuring that Vodafone delivers on its service commitments to the Customer

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Gradutae / Post Graduate

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