Account & Service Manager (Roaming, eSIM) Job at Vodafone (Luxembourg)

Job Description

At Vodafone, we’re not just shaping the future of connectivity for our customers – we’re shaping the future for everyone who joins our team. When you work with us, you’re 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.

Job Responsibility

Drive customer experience and growth with a focus on managed roaming services, connectivity, and eSIM solutions
Building and maintaining relationships with clients
Managing existing accounts
Driving renewals and upsell opportunities
Supporting client onboarding
Analyzing client data
Collaborating with various teams to align client needs with company offerings
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
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
Client Onboarding: Support the onboarding process for new clients to ensure a smooth transition and integration of our services
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
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
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)
Efficiency via Automation: Identify and implement automation opportunities to drive efficiency in account management processes, ensuring streamlined operations and enhanced service delivery
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

Requirements

Significant background in the telecom industry, ideally with a focus on roaming services
Familiarity with eSIM technology and an understanding of the travel industry will give you an edge
Native or professional-level Arabic
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
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
Outstanding communication, negotiation, and presentation skills to engage stakeholders and drive results
Ability to build trust and influence decisions at all levels
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
Willingness to travel when needed to meet clients and attend industry events
Experience with Salesforce is highly valued
Familiarity with automation tools and technologies will be a plus
Strong written and spoken English
A higher degree (technical background is a bonus) or proven experience in the field that demonstrates your expertise and ability to deliver results

Nice to have

Familiarity with eSIM technology and an understanding of the travel industry will give you an edge
Experience with Salesforce is highly valued
Familiarity with automation tools and technologies will be a plus

What we offer

Annual Discretionary Bonus
28 days of annual leave, with the option to buy an additional 5 days and the opportunity to carry over 5 days per year
1 additional day (Family Day) for personal milestones or special occasions
11 public holidays to enjoy time with family and friends
5 charity days per year to give back to the community
Flexible working schedule to help you balance your professional and personal life
20 days to work from abroad, allowing you to combine work with travel and new experiences
Lunch vouchers to support your midday meals
Access to private AXA health insurance and a robust pension scheme to secure your health and future
Access to Vodafone University and online training resources to help you grow your skills and advance your career

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Account & Service Manager (Roaming, eSIM)

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