Account & Service Manager (Roaming, eSIM)

## Join Us\n\nAt Vodafone, we\u2019re not just shaping the future of connectivity for our customers \u2013 we\u2019re shaping the future for everyone who joins our team. When you work with us, you\u2019re part of a global mission to connect people, solve complex challenges, and create a sustainable and more inclusive world. If you want to grow your career whilst finding the perfect balance between work and life, Vodafone offers the opportunities to help you belong and make a real impact.\n\n## What you\u2019ll do\n\nDrive customer experience and growth with a focus on managed roaming services, connectivity, and eSIM solutions. The role involves building and maintaining relationships with clients, managing existing accounts, driving renewals and upsell opportunities, supporting client onboarding, analyzing client data, and collaborating with various teams to align client needs with company offerings. The role is designed for a strategic thinker with extensive telecom sales experience and a deep understanding of the telecom landscape \n\n * Manage Existing Accounts: Maintain and nurture relationships with current clients to ensure their needs are met and they are satisfied with our services. Act as the primary point of contact for all client inquiries and issues.\n * Renewals and Upsell: Drive the renewal process for existing accounts, ensuring timely contract renewals. Identify and pursue upsell opportunities to expand the scope of services provided to clients.\n * Client Onboarding: Support the onboarding process for new clients to ensure a smooth transition and integration of our services.\n * Data Analysis and Reporting: Analyze client data to provide insights and recommendations for account growth and improvement. Stay informed about market trends, technological advancements and industry developments to identify potential growth opportunities.\n * Collaboration: Work closely with the sales, marketing, and product development teams to align client needs with company offerings and ensure a cohesive approach to account management.\n * Client Relationship Management: Forge and nurture strong, long-lasting relationships. Understand client needs and tailor solutions to meet their specific requirements, with a focus on roaming outsourcing, eSIM, and travel industry applications. Deliver exceptional customer service and ensure client satisfaction throughout the whole delivery chain. Gather and analyze client feedback to continuously improve our services and client satisfaction. Focus on improving customer satisfaction scores, such as NPS (Net Promoter Score).\n * Efficiency via Automation: Identify and implement automation opportunities to drive efficiency in account management processes, ensuring streamlined operations and enhanced service delivery.\n * Vendor Management: Establish and maintain relationships with the platform vendors (e.g. Kore) to ensure the timely delivery of high-quality service. Monitor vendor performance and address any issues that arise to ensure alignment with company goals and standards.\n\n\n\n## Who you are\n\n * Telecom experience: Significant background in the telecom industry, ideally with a focus on roaming services.\n * Tech-savvy: Familiarity with eSIM technology and an understanding of the travel industry will give you an edge.\n * Arabic proficiency: Native or professional-level Arabic will help you build meaningful relationships in key markets.\n * Account \u0026 Service Management: Proven experience in account management, service delivery, or a similar role where customer success is at the heart of what you do. Ability to manage complex client relationships and deliver solutions that meet business needs.\n * Technical \u0026 Commercial Understanding: In-depth knowledge of B2B telecom solutions, including roaming, mobile services, and eSIM technology.Comfortable discussing technical concepts and translating them into business value for clients.\n * Influencing \u0026 Relationship Building: Outstanding communication, negotiation, and presentation skills to engage stakeholders and drive results. Ability to build trust and influence decisions at all levels.\n * Ways of Working: Results-oriented and proactive, with the ability to work independently and as part of a collaborative team. Adaptable and comfortable in a fast-paced, evolving environment.\n * Flexibility \u0026 Mobility: Willingness to travel when needed to meet clients and attend industry events, bringing Vodafone closer to our partners.\n * Tools \u0026 Technology: Experience with Salesforce is highly valued, and familiarity with automation tools and technologies will be a plus.\n * Langauge:You\u2019ll need strong written and spoken English to communicate confidently with global stakeholders.\n * Education \u0026 Experience: A higher degree (technical background is a bonus) or proven experience in the field that demonstrates your expertise and ability to deliver results.\n\n\n\n## Not a perfect fit?\n\nWorried that you don\u2019t meet all the desired criteria exactly? At Vodafone we are passionate about empowering people and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\u2019re excited about this role but your experience doesn\u2019t align exactly with every part of the job description, we encourage you to still apply as you may be the right candidate for this role or another opportunity.\n\n## What\u0027s in it for you\n\nWe want you to feel happy and fulfilled at work, without compromising the other things in life that matter to you. Here are some of the ways we support this:\n\nAnnual Discretionary Bonus \n\u2022 Rewarding your hard work and dedication \nGenerous Annual Leave \n\u2022 28 days of annual leave, with the option to buy an additional 5 days and the opportunity to carry over 5 days per year \n\u2022 1 additional day (Family Day) for personal milestones or special occasions \n\u2022 11 public holidays to enjoy time with family and friends \n\u2022 5 charity days per year to give back to the community \nFlexible Work Arrangements \n\u2022 Flexible working schedule to help you balance your professional and personal life \n\u2022 20 days to work from abroad, allowing you to combine work with travel and new experiences \nComprehensive Health and Wellness \n\u2022 Lunch vouchers to support your midday meals \n\u2022 Access to private AXA health insurance and a robust pension scheme to secure your health and future \nContinuous Learning and Development \n\u2022 Access to Vodafone University and online training resources to help you grow your skills and advance your career\n\n## Who we are\n\nWe are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people\u0027s lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same.\n\nBelonging at Vodafone isn\u0027t a concept; it\u0027s lived, breathed, and cultivated through everything we do. You\u0027ll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We\u0027re committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.\n\nIf you require any reasonable adjustments or have an accessibility request as part of your recruitment journey, for example, extended time or breaks in between online assessments, please refer to https://careers.vodafone.com/application-adjustments/ for guidance.\n\nTogether we can.\n