Manager - Regional Account Service

Vodafone Idea Limited; Maharashtra; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Vodafone Idea Limited is seeking a Regional Account Service Manager to oversee enterprise customer service, ensuring high standards across the customer lifecycle in a B2B telecom context. The role emphasizes proactive engagement, analytics, and senior stakeholder interaction.

The position requires guiding the service team, meeting RNPS targets, and driving revenue through strategic retention and upsell efforts, while advancing digital initiatives to reduce costs and improve experiences for

Qualifications

• 5+ years of experience leading a customer service team in a corporate setting.
• Proven track record in meeting service levels and RNPS targets in a B2B environment.
• Experience in Mobility & IoT service support is desirable.

Responsibilities

• Ensure benchmark service levels across the customer lifecycle for enterprise accounts.
• Proactively and reactively protect the customer base and drive customer engagement.
• Conduct CSAT assessments and use analytics to improve experience.
• Drive revenue through retention, upsell and cross-sell strategies.
• Lead automation and digital initiatives to reduce cost to serve.

Skills

Customer service leadership

B2B / Telecom

Analytical skills

Stakeholder management

Communication

Education

University Degree in Business

Tools

CRM systems

MS Excel

Job description

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

VIL is an equal opportunity employer committed to diversifying its workforce.

Role

Regional Account Service Manager

Job Level/ Designation

M1

Function / Department

Enterprise

Location

MAH

Hiring Manager

Pratap Bharati

Job Purpose

Ensuring benchmark levels of service across the customer life cycle for enterprise accounts, to proactively & reactively ring fence the customer base, to adopt a consultative approach & use analytics / digital as a means to improve customer experience, to engage with C- level, drive customer engagement programs & deliver on service improvement / development plans to enhance customer satisfaction index across enterprise products

Key Result Areas/Accountabilities

• Compliance to standard norms, monitor customer commitments across products, intervene proactively and act as an touch point to ensure minimum service level breaches
• Build a strong feedback mechanism through continuous engagement with stakeholders and accounts – to review account performance,
• Conduct C-SAT on quality parameters & process
• Revenue enhancement via customer retention through focused proactive & reactive measures to control Voluntary, Involuntary & Value churn. Upsell/ cross-sell to enhance account revenue.
• Drive automation & digital agenda with customers to reduce cost to serve

Core Competencies, Knowledge, Experience

• 5+ years of experience in leading a customer service team with exposure to service delivery and assurance.
• Experience in managing customer facing roles for a reputed organization with a proven track record in meeting service levels and RNPS targets
• Prior experience in B2B or Telecom B2B

Must Have Technical / Professional Qualifications

• University Degree in Business preferably with technical qualifications, or equivalent qualification
• Powerful influencing/ negotiation skills, effective communication & relationship management skills and 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
• Experience in handling Mobility & IoT Service Support

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership