Senior Customer Success Manager London, England
Vodafone
Full Time
London, England
66000 - 96000 GBP ANNUAL Today
Job description
Role Title: Senior Customer Success Manager
Location: London, Paddington
Role Purpose...
Accountable for the leadership of a vertical within Customer Success Management, within Group Enterprise Commercial and Digital Sales team. The key accountabilities are to lead and manage Service teams, who in turn will consistently strive for continuously improving the overall account-level experience and drive to optimise the numbers across Sell, Build and Run. As a member of this team this role also has broader accountability to jointly drive relevant business transformation in the pursuit of efficiency, quality, and margin improvement outside of the direct vertical.
Accountable for the leadership of a vertical within Customer Success Management, within Group Enterprise Commercial and Digital Sales team. The key accountabilities are to lead and manage Service teams, who in turn will consistently strive for continuously improving the overall account-level experience and drive to optimise the numbers across Sell, Build and Run. As a member of this team this role also has broader accountability to jointly drive relevant business transformation in the pursuit of efficiency, quality, and margin improvement outside of the direct vertical.
- Evolve the account-level Service colleagues within the vertical to transform them to unlock and deliver greater efficiency, account coverage and margin throughput, within agreed annual Opex envelopes. Establish effective interlocks with Group Enterprise "Sell" and "Build" organisations
- Provide the best customer experience through the effective management of every touchpoint during the customer lifecycle: In-life contract management, service operations, optimisation, and life cycle management. Evolve your team into effective generators of customer demand and focused on ensuring the realisation of profitable revenue streams through close attention to the Sell/Build/Run cycle
- In conjunction with the Sales Vertical Head assure fixed/converged/mobile service revenue, manage account level change and be responsible for the region's in-life customer P&L and contract obligation fulfilment and customer satisfaction
- Support Group Enterprise Operations strategy for customers in-life ensuring a balance of incremental and re use of existing resources, processes, tools, and service wrap while seeking to build new innovative service models and capabilities
- Work with the Group Enterprise Operations Centres of Excellence, to maximise the use of global expertise and resources and run an efficient organisation. Ensuring the vertical and teams align to global methodologies and best practice to provide consistency, predictability and quality to your customers and stakeholders
- Manage a team seeking to lift the bar at every level in the organisation to become "best-in-Vodafone", thorough succession plans and talent programmes, ensuring diversity and progression. Deliver continual improvements to employee engagement and ENPS
- Drive the vertical strategy to meet the targets and objectives set within Group Enterprise Commercial Operations, and contribute Globally across Revenue, Margin, TCV with Service Propositions and NPS
With us you will...
- Accountability for the Service Management activities for the aligned vertical
- Accountability for profitability of the aligned vertical through In-Life revenue uplift, operating cost efficiency and proactive margin maximisation, including discretionary project activities to meet the detailed budget
- Responsibility for the evolution and digitalisation of end-to-end post sales / In-Life Operating Model
- Drive the local interface between VGE Enterprise Sales (SELL) and Group Enterprise Products & Solutions (BUILD) to ensure customer solutions can be managed in life (RUN) in line with the Group Enterprise Sell/Build/Run strategy
- Ensure appropriate Service Management resource, across all the service management job families are aligned to target customers
- Deliver quality outputs in Compliance with all channel/ commercial/ operational governance processes and deliver against Vodafone ISO 9001 requirements
- Ensure that the Service Management plans are aligned with wider Sector and Channel plans (ADPs, corporate goals
- Drive the identification, sharing, and implementation of best practice, "lessons learned" and knowledge sharing across the sector, channel, commercial and wider Vodafone teams
It would be nice if you have...
- Exceptional people leader passionate about change with experience of building world class capabilities
- Courageous and collaborative team player able to work across multiple functions, locations and with Board level executives
- Passionate about B2B customer experience
- Strong commercial and service operations experience to support the development of mutually profitable relationships with customers
- Proven leadership skills in mentoring and developing both a team and the individuals within
- Excellent communication and stakeholder management skills
- Considerable commercial awareness and strong financial management capability
What's in it for you...
- 28 days holiday (with the option to buy or sell 5 days) plus public holidays
- Hybrid working
- Pension matching scheme of up to 10%
- 5 paid days leave for charity projects
- Vodafone family and friends discount
- Interest free commuter loan
- Global parental leave policy for all new parents which includes 39 paid weeks of maternity leave and 16 weeks fully paid leave and upon returning to work, new parents can work part-time hours for 6 months whilst being paid their full-time salary
- Access to Vodafone University and LinkedIn Learning
#groupresourcing
#LI-hybrid
Together we can
Vodafone
vodafone.com
Newbury, United Kingdom
Margherita della Valle
$10+ billion (USD)
10000+ Employees
Company - Public
Telecommunications Services
1984
