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.
- 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