Service Executive

Company description:

Digicel Group Limited

Job description:

Primary objective of the job: 

The Service Executive is responsible for the end‑to‑end retention, service experience, and ongoing management of assigned Business Solutions customers.

The role owns the “Retain” and “Manage” pillars of the Retain–Manage–Grow strategy and serves as the customer’s primary operational and contractual point of contact. The Service Executive ensures service continuity, customer satisfaction, contract governance, and proactive risk mitigation, while enabling Business Account Managers to focus exclusively on revenue growth.

This role is accountable for contract renewals, Quarterly Contract Reviews (QCRs), SLA performance, issue resolution, and churn prevention, ensuring long‑term customer loyalty and stability of recurring revenue.

Main Duties and Responsibilities:

Client Retention & Relationship Management

• Act as the primary point of contact for all service‑related matters for assigned business accounts
• Build trusted, long‑term relationships with operational and commercial stakeholders
• Proactively monitor account health, identify dissatisfaction or churn indicators, and implement retention actions
• Ensure customers consistently experience high service quality and responsiveness

Contract Lifecycle & Governance

• Own and manage the end‑to‑end contract renewal process for assigned accounts
• Lead and prepare Quarterly Contract Reviews (QCRs), covering service performance, usage, issues, and contractual obligations
• Track contract terms, expiry dates, pricing conditions, and renewal timelines
• Collaborate with Sales and Finance on commercial adjustments within approved frameworks

Service Delivery & Operational Management

• Ensure service delivery aligns with agreed SLAs and contractual commitments
• Coordinate incident management, fault resolution, and service escalations across internal support teams
• Communicate clearly with customers on service issues, progress, and resolutions
• Drive continuous service improvement initiatives based on performance insights
  
  

Customer Experience & Value Optimization

• Support customer onboarding, service activation, and changes throughout the service lifecycle
• Ensure customers are effectively using subscribed services and solutions
• Identify opportunities to optimize service usage and operational efficiency

Collaboration & Internal Alignment

• Maintain close alignment with Business Account Managers to provide account health updates and risk alerts
• Support smooth handover for newly sold or expanded services
• Provide feedback to Product and Service teams on customer experience trends

Reporting & Documentation

• Maintain accurate documentation of customer meetings, service actions, contracts, and issues in CRM systems
• Provide regular reporting on retention risks, customer satisfaction, and service performance

Academic Qualifications and Experience Required:

• Minimum 3–5 years’ experience in service management, customer success, account operations, or related B2B roles
• Experience within telecommunications, ICT, or technology‑driven environments is strongly preferred
• Diploma or degree in Business Management, Customer Service, IT, or a related discipline is an advantage
• Solid understanding of SLA management, service operations, and contract structures
• Working knowledge of CRM and service management systems

Functional Skills:

• Strong customer relationship and stakeholder‑management skills
• Excellent problem‑solving and escalation‑management capabilities
• Ability to manage multiple accounts and priorities effectively
• High level of attention to detail and follow‑through
• Strong communication skills, both written and verbal
• Customer‑centric mindset with a focus on quality and retention
• Ability to work cross‑functionally and influence without authority