📌 Core Information
- Job Title: Manager - Regional Account Service
- Company: Vodafone Idea Limited
- Location: Kanpur, IN
- Job Type: On-site
- Category: Telecommunications
- Date Posted: May 13, 2025
🚀 Job Overview
Key aspects of this role include:
- Strategic Planning: Implementing service & collections strategy to enhance competitive position in the region.
- Customer Experience: Improving customer experience based on feedback and driving net promoter score (NPS) and customer satisfaction (CSAT) index.
- Consultative Approach: Acting as a consultant, innovating, and bringing appropriate changes in service delivery.
- Customer Engagement: Engaging customers via digital medium, field interactions, formal service reviews, and other engagement programs.
- Service Improvement: Initiating service improvement plans to address open issues, meet service levels & customer commitments, and support service development plans.
- Revenue Enhancement: Enhancing revenue through service-led upsell/cross-sell measures and campaigns.
- Collections Management: Ensuring payments receivables are collected for an identified set of accounts within a defined period.
- Digital Transformation: Driving the digital agenda with customers to reduce cost to serve.
ASSUMPTION: This role requires a strategic mindset, strong analytical skills, and the ability to balance business and customer interests. The ideal candidate will have experience in B2B customer management and a proven track record in driving customer engagement and revenue growth.
📋 Key Responsibilities
- Strategic Planning: Implement the service & collections strategy to deliver differentiated services for an identified set of Government and strategic accounts in order to enhance competitive position in the region.
- Customer Experience: Implement a plan to improve customer experience based on feedback based on customer VOC, RNPS, C-SAT scores etc.
- Consultative Approach: Act as a consultant, Innovate and bring appropriate changes in service delivery depending on market realities and demands.
- Customer Engagement: Customer engagement via digital medium, field interactions, formal service reviews, other engagement programs that cater to the customer’s evolving service needs.
- Service Improvement: 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.
- Revenue Enhancement: Revenue enhancement through service led upsell/ cross-sell measures & campaigns.
- Collections Management: 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.
- Digital Transformation: Drive the digital agenda with customers to reduce cost to serve.
ASSUMPTION: The successful candidate will have a strong understanding of the telecommunications industry, excellent communication skills, and the ability to manage multiple priorities and projects simultaneously.
🎯 Required Qualifications
- Education: Bachelor's degree in Business, Marketing, or a related field.
- Experience: 5+ years of experience in face-to-face customer management, particularly in a B2B environment.
- Required Skills:
- Effective communication & relationship management skills.
- Powerful influencing & negotiation skills.
- Strong analytical skills & ability to balance conflicting business & customer interests.
- Experience in handling CS in a B2B environment.
Preferred Qualifications
- Preferred Skills:
- Experience in the telecommunications industry.
- Proficiency in data analysis tools (e.g., Excel, Power BI).
- Familiarity with CRM software (e.g., Salesforce, HubSpot).
ASSUMPTION: Candidates with experience in the telecommunications industry and proficiency in data analysis tools will have a significant advantage.
💰 Compensation & Benefits
- Salary Range: INR 15,00,000 - 20,00,000 per annum (Based on industry standards for a role of this level and location)
- Benefits:
- Comprehensive health insurance coverage.
- Retirement savings plans.
- Employee stock purchase plan.
- Generous vacation and leave policies.
- Learning and development opportunities.
- Employee discounts on Vodafone Idea services.
- Working Hours: Full-time (40 hours per week), with flexibility to work additional hours as needed to meet business demands.
ASSUMPTION: The salary range provided is an estimate based on industry standards for a role of this level and location. The actual salary may vary based on the candidate's experience, skills, and the company's internal compensation structure.
📌 Applicant Insights
🔍 Company Context
- Industry: Telecommunications
- Company Size: 10,001+ employees
- Founded: 2007 (as Vodafone Essar; merged with Idea Cellular in 2018)
- Company Description: Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider, offering pan India Voice and Data services across 2G, 3G, and 4G platforms. With a large spectrum portfolio, the company is committed to delivering delightful customer experiences and contributing to creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow.
- Company Specialties: Mobile & Fixed Telecommunications and Technology
📊 Role Analysis
- Career Level: Mid-level management
- Reporting Structure: Reports directly to the Regional Head of Enterprise or a similar role.
- Work Arrangement: On-site, with occasional travel to customer locations and regional offices.
- Growth Opportunities: Potential career progression into senior management roles, such as Regional Head of Enterprise or National Key Account Manager.
ASSUMPTION: This role offers significant growth potential for the right candidate, with opportunities to advance within the company's enterprise division.
🌍 Location & Work Environment
- Office Type: Modern, well-equipped offices with collaborative workspaces.
- Office Location(s): Kanpur, Uttar Pradesh (with potential for occasional travel to other regional offices)
- Geographic Context: Kanpur is a major industrial hub and the largest city in Uttar Pradesh, offering a mix of urban and suburban living options.
- Work Schedule: Standard office hours with flexibility to work additional hours as needed to meet business demands.
ASSUMPTION: The successful candidate will be comfortable working in a dynamic, fast-paced environment and be able to manage their time effectively to balance work and personal responsibilities.
💼 Interview & Application Insights
- Typical Process: Initial phone or video screening, followed by multiple on-site or virtual interviews with hiring managers, regional heads, and other stakeholders.
- Key Assessment Areas: Problem-solving skills, strategic thinking, customer focus, and cultural fit.
- Application Tips:
- Tailor your resume and cover letter to highlight relevant skills and experiences for this role.
- Prepare for behavioral interview questions that focus on your problem-solving skills, customer management experience, and strategic thinking.
- Research Vodafone Idea's company culture and be ready to discuss how your values align with the organization's.
🛠 Cultural Fit Considerations
- Company Values: Passion, Boldness, Trust, Speed, and Digital.
- Work Style: Collaborative, agile, and customer-centric, with a strong focus on innovation and continuous improvement.
- Self-Assessment Questions:
- How do your values align with Vodafone Idea's company values?
- Describe a time when you had to balance conflicting business and customer interests. How did you approach this situation, and what was the outcome?
- How do you stay updated with the latest trends and technologies in the telecommunications industry?
🛠 Potential Challenges
- Role-Specific Challenges: Managing a large portfolio of strategic accounts, balancing strategic planning with day-to-day operations, and driving customer engagement in a competitive market.
- Company-Specific Challenges: Working in a large, matrixed organization with multiple stakeholders and competing priorities.
- Location-Specific Challenges: Navigating the unique cultural and business landscape of Uttar Pradesh.
📈 Similar Roles Comparison
- Role Differences: This role focuses on strategic account management and service delivery, whereas similar roles in other industries may focus more on sales or technical support.
- Industry-Specific Context: The telecommunications industry is highly competitive and dynamic, with constant evolution in technology and customer expectations.
- Career Path Comparison: This role offers a clear path to senior management roles within the enterprise division, with potential for further growth into national or regional leadership positions.
📝 Sample Projects
- Developing and implementing a customer engagement strategy for a key government account, resulting in a 20% increase in customer satisfaction scores.
- Leading a cross-functional team to improve service levels for a strategic enterprise account, reducing service level breaches by 35% within six months.
- Driving a digital transformation initiative for a portfolio of small and medium enterprise (SME) accounts, resulting in a 15% reduction in cost to serve.
💡 Key Questions to Ask During Interview
- What are the key priorities for this role in the first 90 days?
- How does this role fit into the broader organizational structure, and how does it contribute to the company's overall goals?
- What are the most significant challenges facing the company's enterprise division, and how can this role help address them?
- How does the company support the professional development and growth of its employees?
- What are the key performance indicators (KPIs) for this role, and how will success be measured?
📝 Next Steps for Applicants
To apply for this position:
- Submit your application through [this link](https://careers.vodafoneidea.com/job/Kanpur-Manager-Regional-Account-Service/1202615901/).
- Tailor your resume and cover letter to highlight your relevant skills and experiences for this role.
- Prepare for the interview by researching Vodafone Idea's company culture and practicing your responses to common interview questions.
- Follow up with the hiring manager one week after submitting your application to express your continued interest in the role.
- If selected for an interview, be prepared to discuss your problem-solving skills, customer management experience, and strategic thinking.
⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.
