Senior Customer Account Manager - External Business

Vodafone; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Vodafone VOIS is seeking a Senior Customer Account Portfolio Manager to lead a significant portion of our external business within a designated customer organisation. You will own end-to-end engagements from opportunity identification and sales through onboarding and delivery, and manage commercial performance including P&L.

You’ll build trusted C-suite relationships, collaborate with service line leads and the CAL, and drive market expansion and footprint growth across new and existing accounts

Responsibilities

• Proactively identify, qualify and pursue new customer opportunities within assigned markets and industries
• Build & manage a robust new business pipeline, from initial engagement through contract signature
• Lead customer engagement through early shaping conversations, solutions design and commercial negotiation
• Own customer onboarding from contract signature through early life support, ensuring a smooth transition into BAU.
• Develop a deep understanding of the customers’ business objectives, priorities and leadership agenda to shape relevant solutions
• Partner with customers to co-create solutions and shape deals that address their business challenges and growth ambitions, whilst positioning VOIS competitively in the market to win work versus the competition
• Establish and develop trusted C-suite and senior stakeholder relationships from first engagement, building credibility as a strategic partner
• Build long-standing, strategic relationships that support retention and expansion post-onboarding
• Manages a P&L view at contract level across VOIS throughout full deal lifecycle, accountable for revenue performance, margin & growth
• Support the CAL in shaping the overall account direction, governance and delivering strategic priorities
• Translate account strategy into a clear roadmap to drive footprint expansion and grow our book of business
• Bring together different Service tower leads to build cohesive teams that deliver measurable value for customers
• Drive new sales and revenue, customer growth and sales effectiveness, with focus on origination & onboarding new customers
• Help originate deals or competitive RFP responses based on defined commercial pathways, driving innovative deal constructs and solutions to grow the businessDefine and execute clear win strategies aligned to customer expectations, market trends and growth opportunities

Job description

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Senior Customer Account Manager - External Business

Aggregate function: Shared Services

Business Area: Go to market_VOIS

Posting Country: United Kingdom

Full Time / Part Time: Full Time

Contract Type: Permanent

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.

We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.

With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

Reporting into the Customer Account Lead, the Senior Customer Account Portfolio Manager will lead a significant portion of our business within a designated customer organisation and be responsible for growing our existing footprint externally across adjacent industries, for identifying and onboarding new customers in order to grow our existing footprint, as well as lead and own this business once acquired.

The role holder will own customer engagements end-to-end from opportunity identification and sales through to onboarding and delivery, managing commercial performance and responsible for the P&L. They are accountable for delivering new business growth, revenue and associated profitability targets across new and existing customer accounts.

The individual will cultivate trusted C Suite relationships externally outside of the Vodafone ecosystem, understanding strategic customer priorities, and driving market expansion and portfolio growth. Working closely with service line leads and the Customer Account Lead (CAL), the role is central to building integrated delivery teams and embedding effective governance that create long-term value and sustainable growth over a 12–24 month horizon. Supported by the sales team, the role holder will spearhead market entry and subsequent account growth through deep understanding of the customer’s priorities and growth agenda.

What you’ll do

Business development & Market expansion

• Proactively identify, qualify and pursue new customer opportunities within assigned markets and industries
• Build & manage a robust new business pipeline, from initial engagement through contract signature
• Lead customer engagement through early shaping conversations, solutions design and commercial negotiation
• Own customer onboarding from contract signature through early life support, ensuring a smooth transition into BAU.

Customer Relationship Management

• Develop a deep understanding of the customers’ business objectives, priorities and leadership agenda to shape relevant solutions
• Partner with customers to co-create solutions and shape deals that address their business challenges and growth ambitions, whilst positioning VOIS competitively in the market to win work versus the competition
• Establish and develop trusted C-suite and senior stakeholder relationships from first engagement, building credibility as a strategic partner
• Build long-standing, strategic relationships that support retention and expansion post-onboarding

Account Management

• Manages a P&L view at contract level across VOIS throughout full deal lifecycle, accountable for revenue performance, margin & growth
• Support the CAL in shaping the overall account direction, governance and delivering strategic priorities
• Translate account strategy into a clear roadmap to drive footprint expansion and grow our book of business
• Bring together different Service tower leads to build cohesive teams that deliver measurable value for customers

Sales leadership and Excellence

• Drive new sales and revenue, customer growth and sales effectiveness, with focus on origination & onboarding new customers
• Help originate deals or competitive RFP responses based on defined commercial pathways, driving innovative deal constructs and solutions to grow the businessDefine and execute clear win strategies aligned to customer expectations, market trends and growth opportunities

Who you are

• Proven experience in business development and customer acquisition, successful track record of closing new business and growing accounts post-sale
• Demonstrated sustained client relations management experience at a C-suite level or key decision makers in the industry.
• Experience managing commercial performance and P&L accountability
• Managed a portfolio of work across multiple customers previously
• Ability to mobilise and lead cross-functional teams to drive customer success
• Leadership skills with the ability to manage and inspire cross-functional teams.
• Consulting or complex B2B services experience ideal, but not essential
• Note for recruitment: Experience of above skills within utilities, energy, retail finance sectors would be beneficial

Not a perfect fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best.

VOIS Equal Opportunity Employer Commitment

Vodafonerecognisesand celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race,colour, age, veteran status, gender identity, gender expression, sexual orientation, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.