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Commercial Account Manager
2 months ago
We are seeking an experienced Commercial Account Manager to join our Wholesale Roaming team at Sky. As a key member of our team, you will be responsible for developing and maintaining strong relationships with our operational/technology teams and 3rd party providers to ensure the delivery of high-quality service and experience to our wholesale roaming B2B customers.
Key Responsibilities- Relationship Management: Develop and maintain strong relationships with our operational/technology teams and 3rd party providers to ensure the delivery of high-quality service and experience to our wholesale roaming B2B customers.
- Incident Management: Manage the incident, request, and change processes for our wholesale roaming B2B customers, ensuring high performance, accurate reporting, and implementing service improvement activities as needed.
- Escalation Process: Oversee the escalation process for tickets raised by wholesale roaming B2B customers, coordinating resolving parties, effective communication with stakeholders, and conducting post-incident reviews.
- Problem Management: Handle problem management for issues raised by wholesale roaming B2B customers, analyzing root causes, and preventing future incidents.
- Quality Assurance: Introduce and establish quality assurance and performance management frameworks across teams, ensuring proper tracking and metrics.
- Customer Service: Lead internal and B2B wholesale roaming customer service review meetings covering performance, service improvements, quality, and processes.
- Commercial Optimization: Support the Roaming Manager and Commercial Account Manager in optimizing costs and maximizing revenue potential for Sky Mobiles group.
- Deal Negotiation: Devise and negotiate complex deal structures across various products and services to meet pricing targets for wholesale roaming B2B customers.
- Operational Tasks: Manage operational tasks requiring cross-departmental collaboration, such as billing queries/disputes, price list administration, and notification support.
- Partner Agreements: Collaborate with Legal teams to draft, clarify, and execute partner agreements, ensuring compliance with commercial/legal conditions.
- Regulatory Compliance: Ensure Sky Mobile remains compliant with relevant wholesale regulations, working with Regulatory, Compliance, and Risk teams to provide recommendations.
- Experience: A deep knowledge of a mobile network operator or MVNO, preferably within a roaming wholesale department.
- Education: Degree in Business or a related field.
- Skills: Excellent facilitation skills to resolve tensions, improve collaboration, and engage towards shared goals at all levels. Brilliant communication and listening skills to translate messages, simplify, and summarize issues clearly and succinctly. Ability to drive governance, deconstruct current processes, and create improved or new standard operating procedures. Strong stakeholder engagement, relationship-building, and influencing skills.
- Perks: Sky Q, Sky Glass, generous pension package, private healthcare, discounted mobile and broadband, and a wide range of Sky VIP rewards and experiences.
- Inclusion: We are a Disability Confident Employer and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate.
